Customer Experience Manager

Les Mills • Chicago, IL

8d • Remote

About The Position

Help Shape the Future of Fitness. Are you a relationship-driven, commercially minded professional who thrives on helping customers grow, solving business challenges, and building long-term partnerships? Join Les Mills US as a Customer Experience Manager and play a pivotal role in helping fitness clubs maximize performance, deepen member engagement, and achieve sustainable growth. You'll be more than an account manager. You'll be a trusted business partner, combining commercial insight, industry expertise, and genuine relationship-building to help our customers succeed while contributing to our mission of creating a fitter planet. The Opportunity As a Customer Experience Manager, you'll own and grow a portfolio of club partners across a defined territory. You'll work closely with club owners, operators, and leadership teams to identify opportunities, solve challenges, drive adoption of Les Mills programs, and create measurable business outcomes. This role is ideal for someone who loves building strong relationships, uncovering growth opportunities, and making a meaningful impact on both customer success and business performance.

Requirements

• Proven experience in account management, customer success, territory management, or B2B sales
• Strong track record of growing customer relationships and delivering commercial outcomes
• Skilled at building credibility and influence with business owners and senior stakeholders
• Comfortable using data and insights to guide customer conversations and recommendations
• Highly organized, proactive, and accountable
• Excellent communicator with strong relationship-building skills
• Passionate about helping customers succeed
• Thrives in a dynamic, fast-paced environment

Nice To Haves

• Drive - You take ownership, deliver results, and are motivated by making an impact.
• Curiosity - You seek to understand your customers' businesses and are always looking for new ways to create value.
• Insight - You use data, commercial thinking, and industry knowledge to guide decisions and identify opportunities.
• Courage - You have the confidence to challenge thinking, have meaningful conversations, and advocate for what's right.
• Impact - You create measurable outcomes for customers, your team, and the business.

Responsibilities

• Develop and execute strategic territory plans that drive customer growth, retention, and revenue
• Build trusted partnerships with club owners, operators, and key decision-makers
• Identify opportunities to expand program adoption and deepen customer engagement
• Deliver business reviews and performance insights that help customers achieve their goals
• Proactively manage customer retention and support at-risk accounts with targeted action plans
• Leverage data, reporting, and industry trends to provide meaningful recommendations
• Drive sales growth through upselling, renewals, and expansion opportunities
• Maintain visibility of account activity, opportunities, and outcomes within Salesforce
• Collaborate with Marketing, Business Development, and Operations teams to deliver exceptional customer experiences
• Champion the Les Mills brand and our commitment to helping fitness businesses thrive

Benefits

• Competitive salary plus incentive opportunity
• Comprehensive health, wellbeing, and retirement benefits
• Flexible and remote-first working environment
• Career development and growth opportunities within a global organization
• The opportunity to make a real impact on the success of fitness businesses across the United States
• A passionate, supportive, and high-performing team culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed