Customer Success Manager

Join our Fitness and Wellbeing vertical as Customer Success Manager to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences. Reporting into the Manager of Customer Success, you will help secure the long-term success of our mid market  location clients. You will provide support throughout their entire life cycle including onboarding, training, renewal, upsell and adoption. This role is essential to ensuring our clients receive a best-in-class experience and opportunities to further develop their business. You will build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives.  You will drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities.  Some of the other responsibilities include: Manage a portfolio of 25-40 mid-market accounts, focusing on retention, churn prevention, and growth opportunities.  Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio.  Execute strategic 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 satisfaction.  Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention.  Collaborate across 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 deliver actionable feedback to product and tech teams.  Support additional business activities as needed.