Manager, Customer Success

Company Description

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences. 

Service Autopilot (SA), a division of Xplor Field Services, supports lawn care, cleaning, and field service businesses through an all‑in‑one platform used by thousands of contractors. SA’s Customer Success team plays a critical role in helping customers adopt best practices, see value quickly, and continue growing their businesses with our platform. 

Job Description

You’ll join Xplor Field Services - the team that develops business management software for the Field Service Industry. We offer business owners an all-in-one software system, which handles scheduling, invoicing, and customer service responsibilities. Our software helps thousands of contractors and field service entrepreneurs build highly profitable businesses – with less stress, and better control over their growth. 

We are seeking a Manager, Customer Success to lead our team of Customer Success Managers supporting Service Autopilot customers. This role owns customer outcomes, including retention, coaches the team on renewal readiness, and ensures customers receive consistent, proactive, value‑driven engagement. 

You will guide customer lifecycle strategy, elevate team performance, and serve as an escalation point for complex or high‑profile accounts. This role collaborates extensively with Onboarding, Support, Product, Engineering, and Sales to ensure customers have a seamless, effective experience and that internal teams are aligned around customer needs. 

This position can be remote, but we strongly prefer candidates who can operate in a hybrid model from Atlanta for greater collaboration. 

Leading and Managing a Team of Customer Success Managers 

• Hire, lead, develop, and drive performance of a team of Customer Success Managers 

• Provide coaching on retention strategies, customer health, account planning, and renewal forecasting. 

• Conduct regular 1:1s, team meetings, and performance reviews. 

• Set clear goals, KPIs, and expectations; track performance rigorously. 

• Foster a culture of accountability, innovation, customer advocacy, and continuous improvement. 

• Innovate and trial new things for improvements. 

• Set and achieve clear team objectives. 

• Recognize high performance and reward accomplishments 

• Encourage creativity and educated risk-taking. 

• Resolve escalated issues. 

• Partner with peers for continuous improvement. 

Leading the Evolution of the Customer Success Process 

• Work with the Senior Director of Customer Success and Support to help develop highly effective Playbooks, Success Plan Frameworks and related processes that support effective, consistent and measurable customer outcomes. 

• Develop, refine, and oversee team playbooks, QBR frameworks, onboarding-to-CS handoff processes, and health‑scoring models. 

• Ensure consistent execution of customer touchpoints and operational rigor. 

• Ensure CSMs execute scalable, proactive, value-driven engagement across their lifecycle. 

• Collaborate cross-functionally with internal stakeholders to drive value and growth. Share customer insights that inform future product developments. 

• Oversee churn diagnostics, root‑cause analysis, and retention playbooks. 

Executing on Customer Success Priorities 

• Own customer retention performance and renewal metrics for the Service Autopilot book of business. 

• Act as a hands‑on escalation point for high-profile, at‑risk, or complex customers. 

• Partner with Support, Product, and Engineering on chronic issues and critical incidents. 

• Drive customer advocacy and service recovery for accounts experiencing friction. 

• Influence product and process changes based on customer patterns and feedback. 

- This average base salary pay range for this position is $90,000-$100,000 USD.

Location: For this position, we offer a hybrid and flexible working model, where you will spend 1-2 days in our Atlanta office.