Customer Experience Manager

Les Mills US is hiring a Customer Experience Manager to own and grow a portfolio of fitness club partners. The role focuses on strengthening customer relationships, driving program adoption and commercial growth, improving retention, and helping clubs achieve measurable business outcomes.

Responsibilities:

• Develop and execute strategic territory plans that drive customer growth, retention, and revenue
• Build trusted partnerships with club owners, operators, and key decision-makers
• Identify opportunities to expand program adoption and deepen customer engagement
• Deliver business reviews and performance insights that help customers achieve their goals
• Proactively manage customer retention and support at-risk accounts with targeted action plans
• Leverage data, reporting, and industry trends to provide meaningful recommendations
• Drive sales growth through upselling, renewals, and expansion opportunities
• Maintain visibility of account activity, opportunities, and outcomes within Salesforce
• Collaborate with Marketing, Business Development, and Operations teams to deliver exceptional customer experiences
• Champion the Les Mills brand and our commitment to helping fitness businesses thrive

Requirements:

• Proven experience in account management, customer success, territory management, or B2B sales
• Strong track record of growing customer relationships and delivering commercial outcomes
• Skilled at building credibility and influence with business owners and senior stakeholders
• Comfortable using data and insights to guide customer conversations and recommendations
• Highly organized, proactive, and accountable
• Excellent communicator with strong relationship-building skills
• Passionate about helping customers succeed
• Thrives in a dynamic, fast-paced environment