Customer Success Manager - Fitness and Wellbeing (SMB)

Employment Type: Full-time Location Type: Remote Salary: $75,000 - $90,000 USD (average base salary range)

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 enable them to manage the hassles of running and growing a business, allowing business owners to focus on what they love. Through Xplor Pay, we help businesses get paid quickly and securely, without hidden fees, powered by our in-house developed platform that delivers secure, transparent, fast, and accurate payments.

Our purpose is to help people succeed, and as part of our team, you will contribute to the personal connections that strengthen relationships with Xplor products.

Job Description

About the Opportunity

Join our Fitness and Wellbeing vertical as a Customer Success Manager dedicated to our SMB businesses. In this role, you will make a real impact every day by enriching our customers' experiences through every conversation, code line, and interface design.

Reporting to the Manager of Customer Success, you will provide support throughout the customer lifecycle, including onboarding, training, renewals, upsells, and adoption through various campaigns. This role is crucial for ensuring our clients receive a best-in-class experience and opportunities to further develop their business. You will build strong, long-lasting relationships, become a trusted advisor to key stakeholders and executives, and drive product adoption to achieve gross and net retention revenue targets, while identifying upsell opportunities and business growth.

Responsibilities

• Manage a portfolio of SMB accounts (1-3 locations), focusing on retention, churn prevention, and growth opportunities.
• Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio.
• Implement scalable nurture campaigns to enhance product adoption and accelerate time to value.
• Act as a product expert for Xplor MarianaTek, providing creative solutions, driving adoption, and managing change.
• Address and document client challenges, resolve product issues, and escalate as needed to ensure customer satisfaction.
• Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention.
• Collaborate with internal teams, including Support, Product, Finance, and Sales, to drive customer success.
• Contribute to building best practice guides and process documentation to improve efficiency.
• Stay informed on industry trends and client needs to provide actionable feedback to product and tech teams.
• Support additional business activities as needed.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic individuals who are motivated by meaningful work, resonate with our core values, possess a positive outlook, are comfortable with ambiguity, and thrive in an ever-evolving and complex environment. We are inspired by big-picture thinkers and doers who are both tactical and strategic, aim high, and prioritize people in everything they do.

Required Qualifications:

• 1-2 years of experience in an Account Management or Customer Success role.
• Proven experience growing an existing book of business, particularly within a SaaS environment.

Note: This position is fully remote, provided you have eligible working rights and are in a time zone with sufficient overlap to collaborate with the team. #LI-Remote