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USA Customer Success Director

EnhanceCustomer Support
Hiring from
United States
Work type
Remote
Posted
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Director of Customer Success
Location:Remote (US)
Reports to:SVP, US Growth
About Enhance
Enhance is rebuilding how personal training is run. Our platform, Enhance Tech, gives multi-club operators the operating system their PT business has never had: live visibility into trainer productivity, session integrity, member engagement and PT revenue, in one place and in real time.
We are deployed across some of the largest fitness franchise groups in the United States, working with corporate franchisors and independent franchisees alike. Our roots are operational, not theoretical — the product was built from firsthand experience running personal training at scale.
About the Role
Enhance is a SaaS platform built for the gym and fitness industry. We're looking for a seasoned Customer Success leader to own the post-sale relationship with our enterprise gym clients and make sure each one gets real, measurable ROI from the platform.
This is a player-coach role. You'll start by leading one Customer Success Manager while personally managing key enterprise relationships, then build and grow the team from there. Our clients work with a high sense of urgency. You'll need the maturity to calm tense situations, set the right expectations, and earn the trust of the people who run personal training and operations across multi-location gym chains.
Your number one goal is client ROI: making sure customers use the platform the right way and focus on the work that drives results. Done well, that keeps churn low and renewals high.
What You'll Do
Client ROI and Value Realization
  • Agree with each enterprise client on what success looks like and how it will be measured, then own the results
  • Guide clients' teams toward the features and workflows that drive business results
  • Drive adoption across trainers, PT managers, club leadership, and corporate stakeholders
  • Turn usage data into clear business-impact stories for clients and for Enhance leadership
Retention, Renewals, and Customer Health
  • Own gross and logo churn, renewal rates, and net revenue retention across the enterprise book
  • Build and maintain customer health scoring, and spot at-risk accounts early
  • Lead structured recovery plans for accounts that are off track
  • Partner with Sales on renewal readiness and expansion opportunities
Enterprise Relationships and Escalations
  • Serve as executive sponsor for key enterprise clients, building trust with corporate, regional, and PT leadership
  • Speak the language of gym operators, and relate credibly to the day-to-day realities of running a PT department
  • Handle urgent escalations calmly: de-escalate, reset expectations, and drive issues to resolution
  • Set clear, realistic expectations with clients at every stage, from onboarding handoff through renewal
  • Lead data-backed business reviews and executive check-ins
Team Leadership and Coaching
  • Lead, coach, and develop the current CSM, then hire and grow the team as the client base expands
  • Onboard team members who are new to fitness, teaching them how gyms and PT businesses operate and what matters to our client contacts
  • Build playbooks for onboarding handoff, post-launch engagement, escalations, and ongoing account management
  • Set the standard for accountability and consistent execution across the team
Voice of the Customer and Product Partnership
  • Build a structured process to capture client feedback across accounts
  • Prioritize feedback by client impact, revenue risk, and ROI potential
  • Turn client needs into clear, actionable input for Product, and close the loop with clients on what's shipping and why
Cross-Functional Problem Solving
  • Work with Product, Engineering, Support, Sales, and Operations to solve client problems end to end
  • Bring structure and clear next steps to situations that have no playbook yet
  • Keep client commitments in line with what the team can deliver
How Success Is Measured
  • Client ROI realized against the success criteria agreed with each account
  • Renewal rate and gross and logo churn
  • Net Revenue Retention (NRR)
  • Customer Health Index and adoption benchmarks
  • Time to value post-go-live
  • Escalation resolution time and client satisfaction after escalations
  • Quality and throughput of the client feedback loop to Product
  • Team performance, ramp time, and growth
What You Bring
Required
  • 7+ years of experience in Customer Success, Account Management, or post-sales leadership roles
  • Direct experience in the gym or fitness industry, with the ability to relate credibly to operators and club leadership
  • Hands-on personal training experience (as a trainer, PT manager, or in PT department leadership) and a solid understanding of how personal training businesses run inside gym chains
  • Understanding of how SaaS products are adopted and used in the fitness industry
  • Proven experience managing enterprise or multi-location customers
  • Experience leading, coaching, or mentoring team members, including people new to the industry
  • Demonstrated ability to de-escalate high-urgency client situations and set realistic expectations
  • Track record of improving retention, adoption, and renewals
  • Excellent executive-level communication and stakeholder management
  • Calm under pressure, comfortable with ambiguity, and a player-coach mindset: happy to own accounts personally while building the team
Nice to Have
  • Experience with gym management, member management, or fitness technology platforms
  • Experience supporting complex implementations or phased rollouts across many locations
  • Experience building a Customer Success function from an early stage
  • Familiarity with CS and support tools (e.g., Notion, Jira, Google Workspace, AI tools)
  • Experience leading distributed or international teams
How Your Time Is Spent
Task
% of Time Spent
Client ROI and value realization
25%
Retention, renewals, and customer health
20%
Enterprise relationships and escalations
20%
Team leadership and coaching
15%
Voice of the customer and product partnership
10%
Cross-functional problem solving
10%
Total
100%

Benefits
  • Medical insurance
  • 401(k)
  • Paid time off, paid sick leave, and paid public holiday as per the company policy

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