Support customers post-onboarding by engaging key stakeholders, conducting platform health checks, aiding in product adoption and usage, and improving retention rates.
Drive improved results for KPIs including client retention, customer health scores & customer engagement, new feature adoption & risk mitigation.
Conduct training sessions to ensure customers understand and can effectively use the platform.
Provide continuous support and assistance to customers and resolve platform queries and issues promptly.
Identify opportunities to add value for customers through new or existing features.
Leverage Enablement & Product Marketing materials to support customers with training & product adoption.
Harnessing the power of personalized messaging and value proposition to drive interest and adoption of new features.
Act as a product & industry champion, leveraging known & learned best practices to unblock challenges during the customer lifecycle.
Work with management to create feedback loops, ensure alignment and drive optimization between customer success and other departments.

A total of 3+ years of relevant experience in SaaS Onboarding, Account Management or Customer Success
Excellent written and verbal communication skills, including experience meeting with and presenting to internal & external stakeholders
Outstanding organizational, scheduling and time management skills.
High EQ/interpersonal skills in working with diverse stakeholders and a willingness to strive for positive customer outcomes
Coachable, self-motivated, curious and resilient
A natural desire to build meaningful partnerships and seek out solutions for customers

AND IT’S GREAT TO HAVE:

Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio.
If you have previously managed a portfolio of customers with retention or expansion KPIs, that would be a huge plus.

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
And more! – so many benefits we couldn’t even fit them all here!

Customer Success Manager

Key skills