Customer Success Manager
ABC Fitness
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $75,000 - $85,000 per year
About the role
- Build trust and long-term relationships with all customers in your portfolio
- Support customers across multiple geographies and time zones
- Manage and guide onboarding and implementation, including training and technical account setup
- Lead business operations discovery during onboarding to ensure strategic account configuration; partner with technical teams to deliver customized solutions
- Collaborate with Sales, Product, and internal stakeholders to drive success across the customer lifecycle
- Identify opportunities to grow portfolio revenue
- Monitor account health, flag risks, and surface growth opportunities; deliver consistent and meaningful business reviews to key stakeholders
- Develop and execute customer success plans
- Capture and share customer success stories and measurable business outcomes
- Demonstrate product capabilities and business impact to customers
- Serve as the primary escalation point, triaging issues and driving resolution across teams
- Directly manage escalated support tickets
- Maintain accurate customer and product usage data in CRM and engagement platforms
- Provide structured product feedback and feature recommendations to the Product team
- Prepare and deliver executive business reviews
- Mentor new hires and junior team members
- Support ad hoc projects and cross-functional initiatives across Glofox teams
Requirements
- Excellent verbal and written communication skills; able to engage, present, and build trust with a wide range of stakeholders
- Strong negotiation skills with the ability to manage and follow through on customer commitments
- Customer-first mindset with the ability to manage complex, demanding relationships with professionalism and empathy
- Highly organized and able to manage multiple priorities, deadlines, and accounts simultaneously
- Strong collaboration skills with the ability to influence cross-functional teams
- Analytical mindset with the ability to interpret data and translate insights into action
- Calm and solutions-oriented in high-pressure or ambiguous situations
- 5+ years of relevant experience
- Strong time management, prioritization, and organizational skills
- Self-motivated, accountable, and results-driven
- Ability to manage multiple key accounts simultaneously
- Flexibility to support customers across time zones
- Experience with CRM and/or project management tools
- Advanced Excel skills are a plus
- Experience with Asana and Salesforce is a plus
- Fitness industry or franchise experience is a plus
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. #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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success managementaccount managementdata analysisnegotiationproject managementtrainingtechnical account setupbusiness operations discoveryexecutive business reviewscustomer success plans
Soft Skills
communicationcollaborationorganizationtime managementproblem-solvingempathyinfluenceself-motivationresults-drivenflexibility