Senior Customer Success Manager - 100% Remote

ABC Fitness; British Columbia; Remote; CAD 59,000 - 80,000; Full time

Job summary

An established industry player in the fitness sector invites you to become a Customer Success Manager, where you will play a pivotal role in enhancing customer satisfaction and retention. This position involves building strong relationships with clients, advocating for their needs, and ensuring they maximize the value of the platform. With a focus on performance metrics and customer success plans, you will contribute to the growth and success of clients while enjoying a supportive and inclusive workplace culture. Join a dynamic team that values diversity and encourages personal and professional growth.

Benefits

Open PTO policy

Quarterly Days of Disconnect

Parental & Pawternity Leave

Fitness Perk

Discounts with partners

Medical / Dental / Vision coverage

EAP services

Calm App subscription

Qualifications

• 3-5 years experience as a Customer Success Manager in SaaS.
• Proficient with Customer Success tools and CRM systems.

Responsibilities

• Build and maintain strong relationships with top customers.
• Monitor customer usage and provide proactive guidance.

Skills

Customer Relationship Management

Analytical Skills

Communication Skills

Problem-Solving Skills

Customer Advocacy

Education

Bachelor's Degree

Tools

Gainsight

Totango

Salesforce

HubSpot

Job description

Are you passionate about building strong relationships with customers and ensuring their success? Do you excel in guiding clients through their journey with a product, ensuring they derive maximum value? If so, we invite you to join ABC Trainerize as a Customer Success Manager. You will be the trusted advisor for our top-tier customers, guiding them to achieve their goals and maximize their use of our platform. This is a critical role in driving customer satisfaction, retention, and growth.

WHAT YOU’LL DO :

1. Relationship Management: Build and maintain strong, long-lasting relationships with the top customers, acting as their main point of contact and trusted advisor.
2. Customer Advocacy: Understand customer needs and advocate on their behalf within ABC Trainerize, ensuring their feedback is heard and acted upon.
3. Usage and Adoption: Monitor customer usage patterns and provide proactive guidance to ensure customers are leveraging the full capabilities of our platform.
4. Problem Resolution: Address customer concerns and challenges promptly, working with internal teams to find solutions and maintain high customer satisfaction.
5. Performance Metrics: Track and report on key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), customer retention, expansion, and renewal rates.
6. Training and Enablement: Conduct training sessions and create resources to help customers better understand and utilize ABC Trainerize features.
7. Customer Success Plans: Develop and execute tailored success plans for customers, outlining their goals, strategies, and key milestones.
8. Expansion Opportunities: Identify and drive opportunities for account growth and expansion, working closely with the product marketing team.

WHAT YOU WILL NEED :

1. Minimum of 3-5 years of experience working as a Customer Success Manager at a SaaS organization.
2. Proficiency with common Customer Success tools such as Gainsight, Totango, or similar.
3. Experience with CRM systems like Salesforce or HubSpot.
4. Strong analytical skills with the ability to interpret customer data and metrics.
5. Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal partners.
6. A proactive and solution-oriented mindset, with strong problem-solving skills.
7. Ability to work independently and manage multiple customer relationships effectively.
8. A customer-centric approach and a commitment to delivering exceptional service.

WHAT’S IN IT FOR YOU :

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!

Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement

Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.

Medical / Dental / Vision coverage

EAP – we get you help when you need it. Period.

Calm App +4 – 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!

Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $59,000 - $80,000 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!

ABC’ S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION :

ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients, and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com

ABOUT ABC :

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).

LI-REMOTE

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!