Customer Success Manager - Mid-Market - Fitness & Wellbeing

Xplor

10h • $80,000 - $95,000 • Remote

About The Position

Join our Fitness and Wellbeing vertical as Customer Success Manager, Mid-Market 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 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: This is a 100% remote position available to candidates located in the U.S., excluding Hawaii and Alaska.
#LI-Remote

Requirements

• 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 the fitness industry, preferably boutique fitness

Nice To Haves

• Experience with using Mariana Tek and Xplor Growth a big plus

Responsibilities

• 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.

Benefits

• Paid parental leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Learning resources available to continue to develop your skills and career development, plus regular career and growth conversations with your leader, as part of Xplor GPS
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level