Sr. Customer Success Manager

Company Description

Take a seat on the rocket ship and join us as Sr. Customer Success Manager to help people succeed across the world.

We’re a global team of builders, listeners and problem-solvers who are relentlessly focused on making life simple, so our customers can get back to growing their business, engaging consumers and doing what they love.

Job Description

You’ll join our Fitness & Wellbeing vertical where we’ve brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets like the US, Canada, UK, Europe, Japan, Australia and New Zealand. 

We offer market-leading software products like Mariana Tek, TrueCoach, Clubware, Resamania and Triib as well as Commerce Accelerating Technologies like Connect (Brandbot) and Insights (Intellihub) to gyms, health clubs, leisure, parks & recreation centers. 

We are looking for a Sr. Customer Success Manager to help secure the long-term success of our clients. You will provide support throughout their entire life cycle including onboarding, training, and adoption. This role is essential in the success of ensuring that our clients are provided with a best-in-class experience and opportunities to further develop their business. As the Customer Success Manager, you are responsible for your portfolio of clients and ensuring their overall health.  You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives.  You’ll drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities.  
  

Responsibilities:     

• Operate as the Trusted Advisor for your named customer accounts, cultivate executive relationships, retain customers, and grow revenue within your book of business through add-on products, services, and contract renewals.     

• Understand the customer’s business goals, develop, and execute strategic customer roadmaps with named accounts to ensure successful adoption and engagement of the platform   

• Become an expert on the Xplor MarianaTek product, providing technical and business solutions; assisting with product adoption, optimization and change management.  

• Achieve objectives and critical strategic milestones for each customer     

• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation  

• Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience for at risk accounts   

• Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments   

• Participate in and lead commercial and contractual renewal negotiations    

• Assist with building a best practice documentation library and process documentation as needed   

• Portfolio retention and churn prevention  

• Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements   

• Perform additional activities as required by the business    

• Responsible for creating & presenting scheduled Executive Business Reviews to customer's base  

Qualifications

• 5+ years of experience in an Account Management or Customer Success role; with experience growing an existing book of business, especially in a SaaS environment   

• Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, and Outlook)      

• Salesforce experience preferred   

• Educational Qualifications: BA/BS Degree preferred  

• The average base salary pay range for this position is $80,000 to $97,000 

Additional Information

Life at Xplor

You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits:

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer 
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community 
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program 
• Access to free mental health support 
• Flexible working arrangements

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