Customer Success Manager

Xplor Technologies; Melbourne; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Learning opportunities

Collaborative environment

Parental Leave

LinkedIn Learning access

Mental health support

Flexible work arrangements

Job summary

Xplor Technologies seeks a dedicated Customer Success Manager for the Fitness & Leisure vertical on a 12‑month fixed‑term contract to cover maternity leave and support one key customer. You will manage existing accounts, generate new leads, and travel nationally to service clients.

Hybrid role with 1–2 days in the office and the rest from home. Experience in Health & Fitness Account Management or Sales is valued, with opportunities for permanent progression beyond the contract end.

Qualifications

• 1–2 years in Account Management or Customer Services.
• Experience running a gym/fitness club preferred.
• Familiar with Direct Debit payments and Club Management Systems.
• Desirable: Debitsuccess, Clubware or similar in past roles.
• Comfortable with making calls, target-driven and tech-literate.

Responsibilities

• Respond to customer queries promptly and courteously.
• Perform proactive account management calls and onsite visits to maximise value.
• Demonstrate benefits of payments and software to clients.
• Provide analysis and recommendations to improve client business practices.
• Provide training to clients via Teams and in person.
• Renewals and contract negotiations with customers.
• Create and analyse monthly reports for internal and external use.
• Build and maintain strong relationships with customers.
• Identify migration opportunities from Clubware to Xplor Gym and conduct demos.
• Understand customers' business to upsell products and increase software MRR.

Skills

Account Management

Customer Services

Gym/Club Management

Tools

Excel

Salesforce

Job 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.

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

Join our Fitness & Leisure vertical as a Customer Success Manager on a 12-month fixed-term contract, covering a period of maternity leave and looking after one of our key customers.

This is an opportunity to make a real impact every day. We believe every conversation we have, every solution we deliver and every customer interaction is an opportunity to enrich our customers’ experiences and help their businesses thrive.

While this role is initially a leave cover, there is potential for the role to become permanent at the end of the contract, creating an exciting opportunity to grow your career with us.

You’ll join our Fitness & Leisure vertical where we’ve recently brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets like the US, Canada, UK, Europe, Japan, Australia and New Zealand. We have market-leading software products like Xplor Gym (Membr), Mariana Tek, TrueCoach, Clubware, Resamania and Xplor Recreation designed to help our clients manage and grow their business.

Reporting into the Regional Director, APAC, you'll be responsible for managing existing customers and generate new leads for potential new customers. This position supports customers nationally and as such you may be required to travel to service them. This opportunity would suit someone that has worked in the Health & Fitness Industry that has Account Management and/or Sales experience.

Some of the other responsibilities include:

• Responding to all of your customer's queries in a timely, efficient and courteous manner.
• Making pro‑active account management phone calls and onsite visits to ensure that your customers are receiving the maximum benefits from our payments and software
• Demonstrating the benefits of payments and software and the value added service we are providing
• Providing analysis and recommendations to your clients to improve their business practices
• Providing training to new and existing clients via Teams and in person
• Resigning existing clients once they come out of contract
• Creating and analysing monthly reports - for use both internally and externally
• Building and maintaining strong working relationships with your customers
• Working with the Growth Account Manager to identify candidates to migrate from Clubware to Xplor Gym by performing demos and deep dives
• Understanding the customer’s business to up-sell products and increase software MRR
• Renewals and contract negotiations

For this position, we offer a hybrid and flexible working model, where you will spend 1-2 days per week in the office and the rest working from home.

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:

• Entry level Account Management experience or 1-2 years Customer Services experience
• Ideally you will have worked as a Club Manager or have experience running a gym/fitness club.
• You are familiar with Direct Debit payments and various Club Management Systems.
• It would be desirable if you have used Debitsuccess and/or Clubware or similar, in a previous role.
• Passion for the fitness & wellbeing industry.
• Not afraid to pick up the phone and call.Target driven, self motivated and goal orientated.A high level of computer literacy would be ideal as would a knowledge of Excel and Salesforce.

  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

  What does it mean to work for Xplor?

  Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

  Some of the perks of working with us:

  • Unparalleled opportunities to learn and accelerated career development
  • A collaborative, team environment with people who truly love what they do
  • Gender Neutral Paid Parental Leave benefit programs
  • Unlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you grow
  • Access to mental health support
  • Flexible work arrangements

  Interview Recording and Background Checks

  As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

  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 dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

  We make it a priority to respond to every applicant.