Customer Success Manager, SMB Fitness

Xplor • Atlanta, GA

2d • $65,000 - $90,000 • Remote

About The Position

Xplor is hiring a Customer Success Manager for its Fitness and Wellbeing vertical, dedicated to small and medium-sized businesses, particularly clients with 1–3 locations. The role supports customers throughout their lifecycle, including onboarding, training, renewal, upsell, and product adoption. It builds trusted relationships with stakeholders and executives, helps clients develop their businesses, and drives product adoption to achieve gross and net retention revenue targets while identifying opportunities for upsells and value-added services. The position reports to the Manager of Customer Success and can be performed fully remotely, provided the employee has eligible working rights and sufficient time-zone overlap with the team.

Requirements

• 1–2 years of experience in Account Management or Customer Success, including experience growing an existing book of business, especially in a SaaS environment.
• Experience managing a high volume of accounts and engaging in 1:many campaigns.
• Ability to independently negotiate contract terms and address pricing objections to drive renewals, upsells, and cross-sells.
• High proficiency with CRM applications and Microsoft Office Suite, including Teams, Excel, PowerPoint, Word, and Outlook.
• Experience in the fitness industry.

Nice To Haves

• Experience in boutique fitness is preferred.
• Experience using Mariana Tek and Xplor Growth is a plus.
• A BA/BS degree is preferred.

Responsibilities

• Manage a portfolio of SMB accounts for clients with 1–3 locations, focusing on retention, churn prevention, and growth opportunities.
• Execute the full sales cycle for renewals, upsells, and value-added services within the portfolio.
• Execute scalable nurture campaigns to enhance product adoption and accelerate time to value.
• Serve 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 issues as needed to ensure customer satisfaction.
• Monitor customer health, take immediate action to mitigate risks, and develop creative retention solutions.
• Collaborate with Support, Product, Finance, Sales, and other internal teams 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 extra 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