Senior Customer Success Manager

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. As a Senior Customer Success Manager, you will drive customer value, retention, and growth across a portfolio of customers by acting as a trusted advisor and aligning solutions to business objectives.

Responsibilities:

• Partner with customers to understand their business goals and objectives, ensuring ABC’s solutions are being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for ABC Fitness
• Be the trusted partner for the customer on use-case and product functionality
• Create customer deliverables (presentations, business process enhancements, strategy recommendations, reporting and updates) suitable for a diverse set of constituents from senior executives to application end users
• Establish strong relationships with decision-makers and key influencers within each account in your book of business
• Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
• Forecast, identify risk, and maintain a strong customer renewal rate and drive expansion in partnership with the Account Executive team
• Proactively identify, communicate, and manage customer risks, partnering across internal teams to resolve issues and minimize churn
• Demonstrate product capability, functionality, and potential business outcomes
• Ensure timely follow-through on customer projects and inquiries by coordinating internal teams, maintaining visibility into progress, and delivering on committed timelines
• Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders

Requirements:

• 5+ years of relevant experience in customer success, account management, or a related field
• Strong communication and stakeholder management skills, with the ability to listen, influence, present, and build trusted relationships
• Deep understanding of Customer Success concepts, best practices, and execution strategies
• Possesses the ability to interface with C-level executives to drive program strategy and ROI
• Customer-focused and results-driven, demonstrating sound judgment, integrity, and composure in fast-paced or high-pressure situations
• Highly organized and execution-oriented, with the ability to manage multiple priorities, context switch effectively, and consistently meet deadlines
• Analytical mindset, with the ability to interpret data and sales metrics to drive insights and improved outcomes
• Self-motivated, accountable team player, who takes ownership and operates with a high level of autonomy
• Technical proficiency with business tools, including project management platforms (e.g., Asana), CRM systems (e.g., Salesforce), and Excel for tracking and reporting
• Fitness industry and/or franchise experience preferred