ABC Fitness

Customer Success Manager

ABC Fitness

full-time

Posted on:

Location Type: Hybrid

Location: Remote • Florida • United States

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Salary

💰 $69,000 - $79,000 per year

About the role

  • Work closely with customers to understand their business goals and objectives, ensuring ABC’s solutions are embedded into their teams’ daily workflows, generating positive ROI, and increasing lifetime customer value for ABC Fitness
  • Serve as a trusted partner to customers on use cases and product functionality
  • Create customer-facing deliverables (presentations, business process enhancements, strategy recommendations, reporting, and updates) tailored to a diverse set of stakeholders, from senior executives to end users
  • Establish strong relationships with decision-makers and key influencers within each account in your portfolio
  • Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
  • Forecast, identify risk, and maintain strong renewal rates while driving expansion in partnership with the Account Executive team
  • Clearly communicate and manage risk, proactively resolving issues while minimizing customer churn
  • Partner closely with customers and internal teams to maintain visibility into product performance and customer feedback
  • Build customer advocates who will serve as references and share success stories in ABC events and content
  • Ensure a strong internal closed-loop process for all customer projects and inquiries, including adherence to quoted timelines
  • Maintain a clear understanding of portfolio metrics, including Health Score, Net Promoter Score (NPS), CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate

Requirements

  • 3+ years of experience in Customer Success, Relationship Management, Account Management, Management Consulting, or a similar role
  • Exceptional communication skills; highly organized, collaborative, and detail-oriented
  • Experience building and maintaining relationships while mitigating churn and driving engagement and renewals
  • Strong understanding of Customer Success principles, best practices, and execution strategies
  • Ability to engage with C-level executives to drive program strategy and ROI
  • Ability to create structure in ambiguous situations
  • Empathetic, positive mindset with a desire to help customers achieve their goals
  • Strong attention to detail and accuracy
  • Self-motivated, enthusiastic, and proactive with a “can do” attitude
  • Ability to operate effectively in a fast-paced, changing environment
  • Strong leadership and cross-functional collaboration skills
  • Experience working cross-functionally (e.g., Sales, Product, Marketing, Support)
Benefits
  • 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.
  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessRelationship ManagementAccount ManagementManagement ConsultingBusiness Process EnhancementsStrategy RecommendationsReportingForecastingRisk ManagementPortfolio Metrics
Soft Skills
Exceptional CommunicationHighly OrganizedCollaborativeDetail-OrientedEmpatheticPositive MindsetSelf-MotivatedProactiveLeadershipCross-Functional Collaboration