Customer Success Manager, SMB Fitness

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

About the opportunity

Join our Fitness and Wellbeing vertical as Customer Success Manager dedicated to our SMB businesses, 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 us provide support throughout their entire life cycle including onboarding, training, renewal, upsell and adoption through many campaigns. This role is essential to ensuring our clients receive a best-in-class experience and opportunities to further develop their business. In addition, you'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives as well as 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:

Responsibilities

• Manage a portfolio of SMB accounts for our 1-3 location clients, focusing on retention, churn prevention, and growth opportunities.

• Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio.

• Execute scalable 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.

• This average base salary pay range for this position is $65,000 - $90,000 USD.

• Location: You can work fully remote in this position, provided you have eligible working rights, and you are in a time zone with enough overlap to collaborate with your team.

• LI-Remote

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.

Required qualifications for this role:

• 1-2 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 a high volume of accounts and engaging in 1:many campaigns
• 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
• Experience using Mariana Tek and Xplor Growth a big plus
• Educational

Qualifications

• BA/BS Degree preferred

• At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not 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 recognize 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 the perks and benefits are:

• 12 weeks fully paid gender-neutral parental leave

• #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

• Flexible working arrangements

• EEO and Artificial Intelligence

• We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

• Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. We encourage applications from all sectors of the community. All Information will be kept confidential according to EEO guidelines.

• Xplor is committed to fully including all qualified individuals. In keeping with our commitment, Xplor will take steps to ensure people with disabilities receive reasonable accommodations. If reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us via [email protected].

• We make it a priority to respond to every applicant.