Enterprise Customer Success Manager - Remote

About the Role

We are looking for an experienced Enterprise Customer Success Manager - Remote to join our team at Xplor. In this role, you will manage a portfolio of our largest global clients, acting as a strategic advisor to drive product adoption and deliver measurable business outcomes. You will play a crucial role in enhancing customer experiences in the boutique fitness industry.

What You'll Do

• Manage a portfolio of large global clients, ensuring their success and satisfaction.
• Develop and execute strategic customer success plans tailored to each client.
• Monitor customer satisfaction and health metrics to ensure optimal service delivery.
• Collaborate with internal teams to represent the customer voice and advocate for their needs.
• Support clients through change management processes, ensuring a smooth transition.
• Stay current on boutique fitness industry trends to provide informed guidance.
• Drive continuous improvement in the customer success function to enhance service quality.
• Identify opportunities for revenue expansion within existing accounts.
• Conduct Executive Business Reviews (EBRs) to assess account health and strategize for future growth.
• Maximize platform value for clients by ensuring they utilize all features effectively.

Requirements

• 5+ years of experience in Customer Success or Account Management.
• Experience in the fitness industry, especially boutique fitness.
• Proven track record of managing large customer accounts successfully.
• Strong communication and interpersonal skills to build relationships with clients.
• Proficiency with CRM systems, preferably Salesforce.
• Ability to work across different regions and time zones effectively.

Nice to Have

• Experience with data analysis to drive customer insights.
• Familiarity with project management tools.
• Knowledge of customer success metrics and KPIs.

What We Offer

• Gender Neutral Paid Parental Leave programs.
• Extra days off to volunteer in the community.
• Unlimited access to LinkedIn Learning for professional development.
• Diversity & Inclusion initiatives to foster a supportive workplace.
• Access to free mental health support for all employees.
• Flexible working arrangements to promote work-life balance.