[Hiring] Customer Experience Manager @Les Mills International

Role Description

As a Customer Experience Manager, you'll own and grow a portfolio of club partners across a defined territory. You'll work closely with club owners, operators, and leadership teams to identify opportunities, solve challenges, drive adoption of Les Mills programs, and create measurable business outcomes.

This role is ideal for someone who loves building strong relationships, uncovering growth opportunities, and making a meaningful impact on both customer success and business performance.

What You'll Do

• Develop and execute strategic territory plans that drive customer growth, retention, and revenue
• Build trusted partnerships with club owners, operators, and key decision-makers
• Identify opportunities to expand program adoption and deepen customer engagement
• Deliver business reviews and performance insights that help customers achieve their goals
• Proactively manage customer retention and support at-risk accounts with targeted action plans
• Leverage data, reporting, and industry trends to provide meaningful recommendations
• Drive sales growth through upselling, renewals, and expansion opportunities
• Maintain visibility of account activity, opportunities, and outcomes within Salesforce
• Collaborate with Marketing, Business Development, and Operations teams to deliver exceptional customer experiences
• Champion the Les Mills brand and our commitment to helping fitness businesses thrive

What Success Looks Like

• Revenue growth, retention, and customer loyalty targets are consistently achieved or exceeded
• Customers view you as a trusted advisor and valued business partner
• Net Promoter Score (NPS) and customer satisfaction continue to improve
• Territory plans deliver measurable business results and sustainable growth
• Club partners increase program utilization and engagement across the Les Mills portfolio
• Strong collaboration exists across teams to create a seamless customer experience
• Opportunities, risks, and customer insights are proactively identified and acted upon

Qualifications

• Proven experience in account management, customer success, territory management, or B2B sales
• Strong track record of growing customer relationships and delivering commercial outcomes
• Skilled at building credibility and influence with business owners and senior stakeholders
• Comfortable using data and insights to guide customer conversations and recommendations
• Highly organized, proactive, and accountable
• Excellent communicator with strong relationship-building skills
• Passionate about helping customers succeed
• Thrives in a dynamic, fast-paced environment

Requirements

• Drive: You take ownership, deliver results, and are motivated by making an impact.
• Curiosity: You seek to understand your customers' businesses and are always looking for new ways to create value.
• Insight: You use data, commercial thinking, and industry knowledge to guide decisions and identify opportunities.
• Courage: You have the confidence to challenge thinking, have meaningful conversations, and advocate for what's right.
• Impact: You create measurable outcomes for customers, your team, and the business.

Benefits

• Competitive salary plus incentive opportunity
• Comprehensive health, wellbeing, and retirement benefits
• Flexible and remote-first working environment
• Career development and growth opportunities within a global organization
• The opportunity to make a real impact on the success of fitness businesses across the United States
• A passionate, supportive, and high-performing team culture