Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance customer value, retention, and growth across a diverse customer portfolio.

• Serve as a trusted advisor to top executives, aligning ABC Fitness solutions with their business objectives.

• Ensure that customer solutions are integrated into daily operations, yielding positive ROI and increasing customer lifetime value.

• Provide guidance to customers on use cases and product functionalities.

• Develop presentations, enhance business processes, propose strategies, and create reports and updates for executives and end users.

• Build relationships with decision-makers and influential stakeholders within client accounts.

• Create, implement, and uphold strategic account plans and quarterly business reviews (QBRs).

• Forecast and identify risks, manage renewal rates, and collaborate with Account Executive partners to drive expansion.

• Handle customer risks and work with internal teams to address issues and reduce churn.

• Showcase product capabilities, functionalities, and potential business benefits.

• Coordinate with internal teams to ensure the timely delivery of customer projects and inquiries.

• Monitor account health, pinpoint concerns and growth prospects, and conduct business reviews.

• Assist in scaling Customer Success processes and enhancing the overall customer experience.

⛳️ Requirements

• A minimum of 5 years of relevant experience in customer success, account management, or a similar field.

• Excellent communication and stakeholder management abilities.

• Proficient in listening, influencing, presenting, and building trusted relationships.

• Comprehensive understanding of Customer Success principles, best practices, and execution strategies.

• Capability to interact with C-level executives to drive program strategy and ROI.

• Customer-oriented and results-focused, demonstrating sound judgment, integrity, and composure in dynamic or high-pressure environments.

• Highly organized and execution-driven, with the ability to manage multiple priorities, switch contexts effectively, and meet deadlines.

• Analytical mindset with the skill to interpret data and sales metrics.

• Self-motivated, accountable team player who takes ownership and demonstrates high autonomy.

• Technical expertise in project management platforms like Asana, CRM systems such as Salesforce, and Excel.

• Experience in the fitness industry and/or franchise business is preferred.

🏝️ Benefits

• Open PTO policy.

• Quarterly Days of Disconnect.

• Parental & Pawternity Leave.

• Quarterly Best Life fitness reimbursement.

• Medical/Dental/Vision coverage.

• Employee Assistance Program (EAP).

• Calm App subscription for employees and up to 4 dependents over the age of 16.

• Ongoing employee training and development.

• Professional development opportunities.

• Mentorship opportunities.