Global Enterprise Customer Success Manager

Company Description

At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.  

Job Description

You’ll join our Fitness & Wellbeing vertical 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 looking for an Global Enterprise 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 best-in-class experience and opportunities to further develop their business.  As an Enterprise 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.  

• Own the health and success of our largest global customers from go-live through to renewal and expansion 

• Become our customers trusted advisor 

• Proactively engage your clients at the right times to demonstrate value and identify opportunities for growth and advocacy 

• Use data insights to track client health, and forecast and mitigate risk of churn 

• Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Xplor’s customers 

• Ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently 

• Contribute to the scalability of the customer success team through documentation and process optimization 

• Train executives and managers on best practices for using the platform 

• Become an expert on the Xplor Mariana Tek product, providing technical and business solutions 

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

This role has a base salary range of $120,000 - $140,000.  

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.
 

• 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 

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences - people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.

Additional Information

Values and Life at Xplor
 
Our four core values that guide us from how we hire and recognise 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 sound like you, and describe people you want to work with, you will thrive at Xplor.
 
As an Xplorer, you will be part of a global network of talented colleagues who will 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 
• Fle