Customer Success Manager

Exercise.com; United States; Remote; USD 75,000 - 145,000; Full time

Job summary

A leading company in the fitness industry is seeking a Customer Success Manager to enhance customer relationships and drive revenue growth. This is a remote, full-time position requiring strong communication and time management skills. The role involves onboarding new clients, monitoring customer success, and strategizing best practices. The ideal candidate has a minimum of 3 years in B2B SaaS customer management and a passion for fitness.

Benefits

Unlimited PTO

Paid parental leave

Quarterly performance bonus

Qualifications

• Minimum 3 years of B2B SaaS customer management experience.
• Excellent communication skills, verbal and written.

Responsibilities

• Develop and maintain healthy relationships with customers.
• Lead the onboarding process for new customers.
• Drive expansion revenue through upsells and renewals.

Skills

Communication

Time Management

Problem Solving

Education

B2B SaaS Customer Management Experience

Job description

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We make fitness businesses happy and successful by providing a next-generation software platform dedicated to making it easy for fitness professionals to manage their entire fitness business in one place.

Primary Responsibilities & Tasks

• Develop and maintain healthy relationships with Exercise.com customers
• Lead the onboarding process for new customers while working with the internal onboarding team to set up customers’ platform
• Drive expansion revenue through upsells and renewals
• Execute customer communication cadence in a timely and effective manner
• Proactively monitor the results of each customer and course-correct as needed
• Conduct quarterly business reviews with customers
• Strategize with customers on best practices for platform application
• Monitor customers’ support experience to ensure high level of service
• Gather feedback from customers and send it to the Support Team for any technical difficulties.

Key Performance Indicators

We are a results-based team. The person in this position will be measured using key metrics and is responsible for ensuring these metrics are met. All employees have a 90-day evaluation after starting and then quarterly to review performance and core values alignment.

• Net Revenue Retention
• Contract Renewals
• Customers achieving key volume metric
• Customer Reviews

Qualifications

• Minimum 3 years of B2B SaaS customer management experience
• Excellent communication skills, verbal and written
• Tech-savvy and aren’t afraid to learn a new platform
• Great with people - the ability to work with internal and external teams.
• Effective time management and organization skills
• Ability to handle multiple accounts while serving customers at the highest level

CANDIDATE PROFILE Personal Characteristics

You likely embody these characteristics:

• You do what you say you will do
• You have an attitude of constant-improvement
• You are team-oriented and can think on your feet
• You get energy by working with people and building professional relationships
• You enjoy working within a system
• You are a problem solver and aren’t dependent on others to tell you what to do
• You make decisions with the interest of the customer, company and team in mind
• You are self-motivated to produce agreed upon results
• You are not late to meetings.
• You have a spirit of flexibility and you’re willing and able to handle change quickly
• You can provide great references

Your Schedule

The Customer Success Manager is a 100% remote, full-time, W-2 employee of Exercise.com working approximately 40 hours per week. While we have a flexible work environment, we do expect you to be available Monday-Friday during core business hours for meetings. Internal meetings include, but not limited to, monthly All Team, weekly Customer Success team meeting, and weekly one-on-one manager meeting.

*This person must be willing to flex hours to meet virtually with international clients either between 6:00-9:00am EST or 5:00pm-8pm EST. This flex can be occasional or a normal schedule as long as the normal schedule overlaps at least 5 hours with our core business hours of 8:30am-5:30pm.

The Customer Success Manager compensation package includes:

• 100% remote
• Base salary + Bonuses: Total package= $50k-$100k, based on experience
• Quarterly performance bonus based on KPIs starting in month 6.
• Paid parental leave after 6 months
• Unlimited PTO (subject to manager approval) available after 90 days of employment.

If interested, please send your resume to [e-mail] with a short video of why you are interested in this role. Preference will be given to anyone with relevant experience in the fitness industry. If we are interested in moving to the next step in the hiring process after receiving that email, you will be contacted by May 27, 2025. We will not communicate via LinkedIN about this role.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Wellness and Fitness Services

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