Customer Success Manager - Enterprise

Xplor Technologies is dedicated to helping small and medium-sized businesses succeed with their cloud-based technology solutions. As an Enterprise Customer Success Manager, you will manage a portfolio of large global clients, focusing on driving product adoption and delivering measurable business outcomes.

Responsibilities:

• Develop and execute strategic customer success plans, establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs)
• Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion
• Collaborate cross-functionally with internal teams to represent the voice of the customer, influence product roadmap, and drive continuous improvement
• Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes
• Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization

Requirements:

• 5+ years of experience in Customer Success or Account Management within a SaaS or technology company, preferably with enterprise clients
• Direct experience or deep understanding of the fitness industry, with a strong preference for experience in boutique fitness operations or software
• Proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership
• Strong ability to translate customer goals into actionable plans that deliver measurable value
• Excellent communication, presentation, and interpersonal skills
• Proficiency with CRM systems (Salesforce preferred) and the Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook)
• Global experience or ability to work effectively across different regions and time zones is a plus