Senior Customer Success Manager

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together! Our Values Best Life We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact. Growth Mindset We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally. One Team From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive. As a Customer Success Manager, you will drive customer value, retention, and growth across a portfolio of enterprise clients. Acting as a trusted advisor to executive stakeholders, you will align our solutions to business objectives and ensure measurable outcomes. You will lead implementations and ongoing success planning, identify expansion opportunities, and partner cross-functionally to deliver value and advocate for customer needs. As the primary point of contact, you will build executive relationships, guide best practices, and manage escalations to resolution. You will also help scale Customer Success processes and improve the overall customer experience. Ultimately, you are accountable for retention, satisfaction, and growth across your portfolio. WHAT YOU’LL DO : Build trust and long-term relationships with all customers in your portfolio Support customers across multiple geographies and time zones Manage and guide organic implementation including training, and technical account setup Engage customers in business operations discovery during onboarding to ensure successful and strategic technical account setup, and work with technical teams to deliver customized accounts Work closely with Sales, Product, and other internal stakeholders to deliver success for customers throughout the customer lifecycle Identify areas of opportunity to growth portfolio revenue Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders Execute customer success plans Harvest customer success stories and testimonials from customers capturing business outcomes Demonstrate product capability, functionality, and potential business outcomes Act as a direct point of contact for escalation of customer issues, identifying and directing internal resources to help find a resolution Directly handle escalated support tickets Maintain customer and product usage intelligence using our CRM and customer engagement platforms. Preparation and delivery of feature requirements and feedback reports directly to the Product team Create and deliver executive business reviews Any related ad-hoc or project tasks as required Participate in cross-functional projects across teams WHAT YOU’LL NEED: 3+ years of relevant experience in customer success, account management, or a related field Strong communication and stakeholder management skills, with the ability to listen, influence, present, and build trusted relationships Negotiation and contract management experience, with strong follow-through and attention to detail Customer-focused and results-driven, demonstrating sound judgment, integrity, and composure in fast-paced or high-pressure situations Highly organized and execution-oriented, with the ability to manage multiple priorities, context switch effectively, and consistently meet deadlines Analytical mindset, with the ability to interpret data and sales metrics to drive insights and improved outcomes Self-motivated, accountable team player, who takes ownership and operates with a high level of autonomy Ability to support accounts across time zones, demonstrating flexibility and responsiveness Technical proficiency with business tools, including project management platforms (e.g., Asana), CRM systems (e.g., Salesforce), and Excel for tracking and reporting Fitness industry and/or franchise experience preferred WHAT’S IN IT FOR YOU: Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws! Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement Monthly reimbursement for your preferred health scheme EAP – we get you help when you need it. Period. Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 And more! – so many benefits we couldn’t even fit them all here! At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement. ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION : ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com. About ABC Fitness ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients. From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com #LI-REMOTE