Customer Success Manager, SMB Fitness

Xplor • Atlanta, GA

1d • Remote

About The Position

Xplor is hiring a Customer Success Manager for its Fitness and Wellbeing vertical, dedicated to small and medium-sized businesses. The role supports clients throughout their lifecycle, including onboarding, training, renewals, upsells, and product adoption. It is responsible for delivering a strong customer experience, building trusted relationships with stakeholders and executives, and helping clients develop their businesses.

The Customer Success Manager manages a portfolio of SMB clients with one to three locations, driving retention and growth. The position executes renewal and expansion opportunities, runs scalable campaigns to increase product adoption, serves as an expert on Xplor MarianaTek, and works with internal teams to resolve customer challenges and improve the customer experience. The role is fully remote for candidates with eligible work authorization and sufficient time-zone overlap with the team.

Requirements

• 1–2 years of experience in Account Management or Customer Success, including growing an existing book of business, especially in a SaaS environment.
• Experience managing a high volume of accounts and engaging customers through one-to-many campaigns.
• Ability to independently negotiate contract terms and address pricing objections to support renewals, upsells, and cross-sells.
• High proficiency with CRM applications and Microsoft Office Suite, including Teams, Excel, PowerPoint, Word, and Outlook.
• Legally authorized to work in the country where the role is advertised; visa sponsorship is not available.

Nice To Haves

• Experience in the fitness industry, preferably boutique fitness.
• Experience using Mariana Tek and Xplor Growth.
• BA/BS degree preferred.

Responsibilities

• Manage a portfolio of SMB accounts with one to three locations, focusing on retention, churn prevention, and growth.
• Execute the full sales cycle for renewals, upsells, and value-added services within the portfolio.
• Run scalable nurture campaigns to increase product adoption and accelerate time to value.
• Serve as a product expert for Xplor MarianaTek, provide creative solutions, drive adoption, and manage change.
• Address and document client challenges, resolve product issues, and escalate issues as needed.
• Monitor customer health, act promptly to mitigate risks, and develop solutions to support retention.
• Collaborate with Support, Product, Finance, and Sales to drive customer success.
• Contribute to best-practice guides and process documentation to improve efficiency.
• Stay informed about industry trends and client needs, and provide actionable feedback to product and technology teams.
• Support additional business activities as needed.

Benefits

• 12 weeks of fully paid gender-neutral parental leave.
• Three additional days off to volunteer and give back to the local community.
• Diversity and inclusion initiatives, including a D&I Council and Global Mentorship Program.
• Access to free mental health support.
• Flexible working arrangements.

What This Job Offers

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