Customer Success Team Lead, SMB- Fitness & Wellbeing

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

About the opportunity

Join our Fitness and Wellbeing vertical as Customer Success Manager dedicated to our SMB businesses, to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

We are seeking a Customer Success Team Lead dedicated to our SMB segment to help drive the long-term success of our 1–3 location clients while also providing leadership and support to the broader SMB Customer Success team. Reporting to the Manager of Customer Success, this hybrid player/coach role blends direct account ownership with people leadership, mentorship, operational execution, and strategic collaboration. You will lead by example through your own book of business while guiding CSMs in best practices, escalation management, process consistency, and customer experience excellence. 

You will support clients throughout their entire lifecycle, including post-onboarding, adoption, renewal, and growth, while driving revenue retention and product adoption. You’ll also play an essential role in team development, leading internal initiatives, improving processes, and ensuring the team delivers a best-in-class customer experience. 

Player Responsibilities – Direct Client Ownership 

• Manage a portfolio of SMB accounts with a focus on retention, risk mitigation, and strategic growth opportunities. 
• Execute the full renewal cycle, including negotiation, objection handling, upsells, and value-added service opportunities. 
• Support scalable nurture campaigns to enhance adoption and accelerate time-to-value. 
• Serve as a product expert, offering creative solutions and strategic recommendations aligned with client goals. 
• Monitor customer health and proactively develop remediation plans for at-risk accounts. 
• Document and resolve client challenges while partnering closely with Support, Product, Finance, and Sales. 
• Stay informed on industry trends and client needs to deliver actionable feedback to product and tech teams.   

Coach Responsibilities – Team Leadership & Enablement 

• Lead, coach, and develop a team of SMB CSMs, driving strong performance, accountability, and career growth. 
• Serve as the first point of escalation for complex client issues, high-risk scenarios, and renewal risk. 
• Own onboarding, ramp, and ongoing skill development for team members through coaching, shadowing, and feedback. 
• Drive consistency across account management, risk management, renewals, communication standards, and customer engagement practices. 
• Partner with leadership to build, refine, and operationalize playbooks, best practices, and internal documentation. 
• Monitor team performance and trends, sharing insights and recommendations to improve outcomes and scalability. 
• Support forecasting, team planning, and strategic alignment efforts. 
• Lead team cadences (standups, workflow syncs, peer learning) and represent the SMB team in cross-functional conversations, advocating for both customer and CSM needs. 

- This average base salary pay range for this position is $100,000 - $110,000 USD.

- May be eligible for a quarterly bonus

Location: You can work fully remote in this position, provided you have eligible working rights, and you are in a time zone with enough overlap to collaborate with your team.

#LI-Remote

Qualifications

What would make me a good candidate? 

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything th