Customer Success Manager, SMB Fitness

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. With Xplor Pay, 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.

About the opportunity

Join our Fitness and Wellbeing vertical as Customer Success Manager dedicated to our SMB businesses, to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the Manager of Customer Success, you will help us provide support throughout their entire life cycle including onboarding, training, renewal, upsell and adoption through many campaigns. This role is essential to ensuring our clients receive a best-in-class experience and opportunities to further develop their business. In addition, you'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives as well as drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities. Some of the other responsibilities include:

- This average base salary pay range for this position is $65,000 - $90,000 USD.

Location: You can work fully remote in this position, provided you have eligible working rights, and you are in a time zone with enough overlap to collaborate with your team.

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Responsibilities

Manage a portfolio of SMB accounts for our 1-3 location clients, focusing on retention, churn prevention, and growth opportunities.; Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio.; Execute scalable nurture campaigns to enhance product adoption and accelerate time to value.; Act as a product expert for Xplor MarianaTek, providing creative solutions, driving adoption, and managing change.; Address and document client challenges, resolve product issues, and escalate as needed to ensure satisfaction.; Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention.; Collaborate across internal teams, including Support, Product, Finance, and Sales, to drive customer success.; Contribute to building best practice guides and process documentation to improve efficiency.; Stay informed on industry trends and client needs to deliver actionable feedback to product and tech teams.; Support additional business activities as needed.

Requirements

1-2 years of experience in an Account Management or Customer Success role, with experience growing an existing book of business, especially in a SaaS environment; Experience managing a high volume of accounts and engaging in 1:many campaigns; Skilled in independently negotiating contract terms and addressing pricing objections to drive successful renewal, upsell, and cross-sell opportunities.; Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, and Outlook); Experience in the fitness industry, preferably boutique fitness; Experience using Mariana Tek and Xplor Growth a big plus; Educational Qualifications: BA/BS Degree preferred

Benefits

12 weeks fully paid gender-neutral parental leave; #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