SMB Customer Success Manager - Remote

Xplor; Oregon; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

12 weeks parental leave

Volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor is hiring a Customer Success Manager for its Fitness - SMB/Studio vertical. You will manage 1–3 location SMB accounts, drive renewals and upsells, and lead campaigns to boost product adoption and retention. You will build trusted advisory relationships with stakeholders and scale adoption across teams.

The role emphasizes collaboration with Support, Product, Finance, and Sales, with a focus on reducing churn and increasing net revenue retention.

Qualifications

• 1–2 years of experience in an Account Management or Customer Success role in SaaS.
• Experience managing a high volume of accounts and engaging in 1:many campaigns.
• Skilled in independently negotiating contract terms and pricing objections.
• Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook).
• Experience in the fitness industry, preferably boutique fitness.
• Experience using Mariana Tek and Xplor Growth is a plus.

Responsibilities

• Manage a portfolio of SMB accounts (1–3 locations) focusing on retention, churn prevention, and growth.
• Execute the full sales cycle for renewals, upsells, and value-added services.
• Execute scalable nurture campaigns to enhance product adoption and accelerate time to value.
• Act as a product expert for Mariana Tek and Xplor Growth, driving adoption and managing change.
• Collaborate across Support, Product, Finance, and Sales to drive customer success.
• Monitor customer health and mitigate risks; provide feedback to product/tech teams.

Skills

Account Management

SaaS experience

CRM proficiency

MS Office

Fitness industry experience

Mariana Tek

Xplor Growth

Education

BA/BS Degree

Tools

Mariana Tek

MS Office

Job description

Xplor is hiring a Customer Success Manager for its Fitness - SMB/Studio vertical. You will manage 1–3 location SMB accounts, drive renewals and upsells, and lead campaigns to boost product adoption and retention. You will build trusted advisory relationships with stakeholders and scale adoption across teams.

The role emphasizes collaboration with Support, Product, Finance, and Sales, with a focus on reducing churn and increasing net revenue retention.