As a Senior Customer Success Manager, you will drive customer value, retention, and growth across a portfolio of customers. Acting as a trusted advisor to executive stakeholders, you will align our solutions to business objectives and ensure measurable outcomes. You will also help scale Customer Success processes and improve the overall customer experience. Ultimately, you are accountable for retention, satisfaction, and growth across your portfolio.
What You Will Do- Partner with customers to understand their business goals and objectives, ensuring ABC's solutions are being adopted into their teams' daily workflow, generating positive ROI, and growing lifetime customer value for ABC Fitness.
- Be the trusted partner for the customer on use-case and product functionality.
- Create customer deliverables (presentations, business process enhancements, strategy recommendations, reporting and updates) suitable for a diverse set of constituents from senior executives to application end users.
- Establish strong relationships with decision-makers and key influencers within each account in your book of business.
- Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI.
- Forecast, identify risk, and maintain a strong customer renewal rate and drive expansion in partnership with the Account Executive team.
- Proactively identify, communicate, and manage customer risks, partnering across internal teams to resolve issues and minimize churn
- Demonstrate product capability, functionality, and potential business outcomes
- Ensure timely follow-through on customer projects and inquiries by coordinating internal teams, maintaining visibility into progress, and delivering on committed timelines.
- Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders
What You'll Need- 5+ years of relevant experience in customer success, account management, or a related field
- Strong communication and stakeholder management skills, with the ability to listen, influence, present, and build trusted relationships
- Deep understanding of Customer Success concepts, best practices, and execution strategies
- Possesses the ability to interface with C-level executives to drive program strategy and ROI
- Customer-focused and results-driven, demonstrating sound judgment, integrity, and composure in fast-paced or high-pressure situations
- Highly organized and execution-oriented, with the ability to manage multiple priorities, context switch effectively, and consistently meet deadlines
- Analytical mindset, with the ability to interpret data and sales metrics to drive insights and improved outcomes
- Self-motivated, accountable team player, who takes ownership and operates with a high level of autonomy
- Technical proficiency with business tools, including project management platforms (e.g., Asana), CRM systems (e.g., Salesforce), and Excel for tracking and reporting
- Fitness industry and/or franchise experience preferred
Compensation for this role will be determined based on a variety of factors, including relevant experience, qualifications, skills, geographic location, and market considerations. The anticipated compensation range for this position is -
- annually. In addition to base compensation, eligible employees may be offered other forms of compensation, such as bonuses, commissions, equity, or other incentive programs, where applicable. Compensation and benefits may vary by location and are subject to applicable legal, business, and market requirements.
WHAT'S IN IT FOR YOU:- Purpose led company with a Values focused culture - Best Life, One Team, Growth Mindset
- Time Off - with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect - once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave - we offer leave for when your family grows by two feet or four paws!
- Best Life Perk - we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Medical/Dental/Vision coverage
- EAP - we get you help when you need it. Period.
- Premium Calm App - enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! - so many benefits we couldn't even fit them all here!
#LI-REMOTE
