Customer Success Manager- Fixed Term Contract

Position Overview

• Location Type: Remote
• Job Type: Contract
• Salary: $60,000 - $80,000 (average base salary pay range)
• Duration: Minimum of 12 months

Join our Fitness and Wellbeing vertical as a Customer Success Manager to make a real impact every day. You will manage a portfolio of clients, ensuring their overall health, building strong relationships, and becoming a trusted advisor. The role focuses on driving product adoption, achieving retention targets, and identifying upsell opportunities.

Responsibilities

• Report and communicate the overall health of accounts within the client portfolio, escalating changes as necessary.
• Establish and manage regular client touchpoints to address questions, concerns, share information, and build relationships.
• Manage contract renewals and amendments.
• Become an expert on the Xplor Recreation platform, providing technical and business solutions, and assisting with product adoption, optimization, and change management.
• Engage with clients experiencing difficulties with the product, providing resolutions or gathering details for escalation.
• Collaborate with various Xplor Recreation teams to ensure quality product and solution delivery.
• Focus on portfolio retention and churn prevention.
• Ensure professional, consistent, and timely communication and material delivery.
• Attend and coordinate client meetings, events, and conferences as required.
• Build client reference lists for future opportunities.
• Provide recommendations and leverage product experience for top-quality client solutions.
• Offer recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating delivery of Professional Services, Training, and hardware.
• Provide clients with reports on their current state with Xplor Recreation.
• Participate in brand and sales promotions.
• Manage client communications (internal and external) using appropriate tools (email, phone, CRM).
• Provide appropriate internal reports and updates to management.
• May be considered for a quarterly bonus.

Requirements

• Eligible working rights in Canada.
• Reside in a time zone with sufficient overlap to collaborate with the team.
• Curious and empathetic.
• Motivated by meaningful work.
• Resonates with Xplor's four core values.

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We provide small and medium-sized businesses with cloud-based, intuitive technology solutions that simplify business management, allowing owners to focus on what they love. Xplor Pay offers quick and secure payments without hidden fees, built on our own transparent, fast, and accurate platform. We are unified by our purpose of helping people succeed and foster strong personal connections within our team and with our products.