As a Sr. Client Success Manager, you will be managing relationships with many of our fastest growing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Your strength as a natural communicator will propel you into incredible relationships with our clients and colleagues to deliver success for all! When you are not managing client outcomes, you will be sharing your experiences, learning from others, devising innovative approaches for success and much more.
WHAT YOU'LL DO:- Work closely with clients 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 client on use-case and product functionality.
- Create client 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 client renewal rate and drive expansion in partnership with the Account Executive team.
- Clearly communicate and manage risk, proactively helping resolve issues promptly while minimizing client churn.
- Work closely with client and internal teams to maintain visibility into product performance and client feedback.
- Build client advocates who will speak on behalf of ABC as a reference and share success stories in ABC events and content.
- Responsible for ensuring an internal closed loop process for all client projects & inquiries, along with ensuring quoted timelines are abided by.
- Expected to work with minimal supervision at times and contribute to strategic decision making within the department.
- Maintain a strong sense of all your portfolio metrics including Health Score, Net Promoter Score, CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate.
WHAT YOU'LL NEED:- 5+ years in a Client Success, Relationship Management, Account Management, Management Consulting, or similar role
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Deep understanding of Client Success concepts, best practices, and execution strategies
- Possesses the ability to interface with C-level executives to drive program strategy and ROI
- Ability to create structure in ambiguous situations
- Empathetic, positive attitude with a desire to help our clients reach their goals
- Proven elevated level of attention to detail and accuracy
- Driven, self-motivated, enthusiastic and with a "can do" attitude
- Flexible approach, able to operate effectively with uncertainty and change
- Strong leadership skills
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Support)
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 -
$ 80.000- $ 90.000- 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!
