Customer Success Manager-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

Join our Fitness and Wellbeing vertical as Customer Success Manager 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.

Reporting into the Manager of Customer Success, you will help secure the long-term success of our mid market  location clients. You will provide support throughout their entire life cycle including onboarding, training, renewal, upsell and adoption. This role is essential to ensuring our clients receive a best-in-class experience and opportunities to further develop their business. You will build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives.  You will drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities.  Some of the other responsibilities include:

• Manage a portfolio of 25-40 mid-market accounts, focusing on retention, churn prevention, and growth opportunities. 
• Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio. 
• Execute strategic nurture campaigns to enhance product adoption and accelerate time to value. 
• Act as a product expert for Xplor MarianaTek, providing creative solutions, driving adoption, and managing change. 
• Address and document client challenges, resolve product issues, and escalate as needed to ensure satisfaction. 
• Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention. 
• Collaborate across internal teams, including Support, Product, Finance, and Sales, to drive customer success. 
• Contribute to building best practice guides and process documentation to improve efficiency. 
• Stay informed on industry trends and client needs to deliver actionable feedback to product and tech teams. 
• Support additional business activities as needed. 

- The average base salary pay range for this position is $80,000 to $95,000 

- May be eligible for a quarterly bonus

Location: You can work fully remote in this position, provided you have eligible working rights in the United States, 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 they do.

 Required qualifications for this role:

• 4-6 years of experience in an Account Management or Customer Success role; with experience growing an existing book of business, especially in a SaaS environment   
• Experience managing strategic and growing accounts  
• Skilled in independently negotiating contract terms and addressing pricing objections to drive successful renewal, upsell, and cross-sell opportunities. 
• Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, and Outlook)      
• Experience in boutique fitness preferred but not required
• Experience with using Mariana Tek and Xplor Growth a big plus
• Educational Qualifications: BA/BS Degree preferred

Additional Information

Values and Life at Xplor

Our four core values that guide us from how we hire and recognize our team members to how we interact with our customers day to day:

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities

If these values