Remote SMB Customer Success Manager - Growth & Retention

Xplor; Atlanta (GA); Remoto; USD 65.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

12 weeks parental leave

Volunteer days

Diversity & Inclusion programs

Mental health support

Flexible working arrangements

Descrizione del lavoro

Xplor is hiring a Customer Success Manager for our SMB vertical. You will onboard, train, renew, upsell and drive adoption across client portfolios, building trusted advisor relationships with executives.

Remote-friendly, you will collaborate with cross-functional teams to ensure a best-in-class customer experience and measurable retention growth. Reporting to the Customer Success Manager, you’ll manage 1–3 location portfolios, execute renewals and upsells, and contribute to product adoption and

Competenze

• 1-2 years in Account Management or Customer Success, SaaS experience preferred.
• Experience growing an existing book of business and handling 1:many campaigns.
• Strong contract negotiation and pricing objection skills for renewals and upsell.
• Proficient with CRM apps and Microsoft Office suite (Teams, Excel, PowerPoint, Word, Outlook).
• Experience in the fitness industry is a plus; familiarity with Mariana Tek and Xplor Growth is bonus.
• BA/BS degree preferred.

Mansioni

• Manage a portfolio of SMB accounts (1–3 locations) focusing on retention and growth.
• Execute full sales cycle for renewals, upsells, and value-added services.
• Run scalable nurture campaigns to boost product adoption and time to value.
• Serve as product expert for Xplor MarianaTek with adoption and change management.
• Address client challenges, resolve issues, and coordinate with internal teams.
• Monitor health metrics, mitigate risks, and document feedback for product/tech.
• Collaborate across Support, Product, Finance, and Sales; draft best-practice guides.

Conoscenze

Account management

Customer success

SaaS experience

CRM applications

Microsoft Office

Formazione

BA/BS degree preferred

Strumenti

CRM

Teams

Excel

PowerPoint

Word

Outlook

Descrizione del lavoro

Xplor is hiring a Customer Success Manager for our SMB vertical. You will onboard, train, renew, upsell and drive adoption across client portfolios, building trusted advisor relationships with executives.

Remote-friendly, you will collaborate with cross-functional teams to ensure a best-in-class customer experience and measurable retention growth. Reporting to the Customer Success Manager, you’ll manage 1–3 location portfolios, execute renewals and upsells, and contribute to product adoption and