[Hiring] Customer Success Manager @Xplor

Role 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.

• 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.

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.

Benefits

• 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