Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
Join our Fitness and Wellbeing vertical as Customer Success Manager dedicated to our SMB businesses, to make a real impact every day.
As a Customer Success Manager, you will help us provide support throughout their entire life cycle including onboarding, training, renewal, upsell and adoption through many campaigns.
Responsibilities:
- Manage a portfolio of SMB accounts for our 1-3 location clients, focusing on retention, churn prevention, and growth opportunities.
- Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio.
- Execute scalable nurture campaigns to enhance product adoption and accelerate time to value.
- Act as a product expert for Xplor MarianaTek, providing creative solutions, driving adoption, and managing change.
- Address and document client challenges, resolve product issues, and escalate as needed to ensure satisfaction.
- Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention.
- Collaborate across internal teams, including Support, Product, Finance, and Sales, to drive customer success.
- Contribute to building best practice guides and process documentation to improve efficiency.
- Stay informed on industry trends and client needs to deliver actionable feedback to product and tech teams.
- Support additional business activities as needed.
This average base salary pay range for this position is $65,000 - $90,000 USD.
Qualifications:
- 1-2 years of experience in an Account Management or Customer Success role; with experience growing an existing book of business, especially in a SaaS environment
- Experience managing a high volume of accounts and engaging in 1:many campaigns
- Skilled in independently negotiating contract terms and addressing pricing objections to drive successful renewal, upsell, and cross-sell opportunities.
- Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, and Outlook)
- Experience in the fitness industry, preferably boutique fitness
- Experience using Mariana Tek and Xplor Growth a big plus
- Educational Qualifications: BA/BS Degree preferred