Customer Success Manager - Strategic Accounts

Xplor; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Xplor, a global leader in cloud-based payments and business management technology, is hiring a Strategic Accounts Customer Success Manager. You will manage a portfolio of our largest global clients, acting as a strategic advisor to drive product adoption and measurable outcomes.

Boutique fitness industry experience is essential. You will develop executive-level relationships, monitor health metrics, mitigate churn risk, and identify expansion opportunities while collaborating across product,

Qualifications

• 5+ years of experience in Customer Success or Account Management within a SaaS or technology company, preferably with enterprise clients.
• Direct experience or deep understanding of the fitness industry, with a strong preference for boutique fitness operations or software.
• Proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership.
• Strong ability to translate customer goals into actionable plans that deliver measurable value.

Responsibilities

• Develop and execute strategic customer success plans, establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs).
• Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion.
• Collaborate cross-functionally with internal teams to represent the voice of the customer, influence product roadmap, and drive continuous improvement.
• Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes.
• Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization.

Skills

Executive engagement

Strategic planning

Communication

Interpersonal skills

Cross-functional collaboration

Renewal ownership

Tools

Salesforce

Microsoft Office

Job description

Company 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. At Xplor 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

As a Strategic Accounts Customer Success Manager, you will manage a portfolio of our largest global clients, acting as a strategic advisor to drive product adoption and deliver measurable business outcomes. A strong understanding of the boutique fitness industry is essential.

Key Responsibilities:

• Develop and execute strategic customer success plans, establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs).

• Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion.

• Collaborate cross-functionally with internal teams to represent the voice of the customer, influence product roadmap, and drive continuous improvement.

• Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes.

• Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization.

Location:This is a 100% remote position available to candidates located in the U.S., excluding Hawaii and Alaska.

#LI-Remote

Qualifications

• 5+ years of experience in Customer Success or Account Management within a SaaS or technology company, preferably with enterprise clients.
  
• Direct experience or deep understanding of the fitness industry, with a strong preference for experience in boutique fitness operations or software.
  
• Proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership.
  
• Strong ability to translate customer goals into actionable plans that deliver measurable value.
  
• Excellent communication, presentation, and interpersonal skills.
  
• Proficiency with CRM systems (Salesforce preferred) and the Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook).
  
• Global experience or ability to work effectively across different regions and time zones is a plus.

Additional Information

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

Interview Recording andBackground 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 proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran statusand age. We encourage applications from all sectors of the community. All Information will be kept confidential according to EEO guidelines.

Xplor is committed to fully including all qualified individuals. In keeping with our commitment, Xplor will take steps to ensure people with disabilities receive reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us via [email protected]

We make it a priority to respond to every applicant.