Scaled Success Manager

Join the Sweatpals Fitness Revolution! 🏃‍♀️🏋️‍♂️

About Sweatpals

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Sweatpals is redefining how fitness communities connect and thrive - the next evolution in how the world works out! We're a community-first fitness platform turning workouts into social adventures, connecting hundreds of thousands of "Pals," hosts, and gyms through events, memberships, and social features. Backed by a16z, Kevin Hart, and other world-class investors, including Patron and Pear VC.

We believe fitness should be joyful, social, and inclusive — not just a solo grind. From run clubs and beach pilates to pickleball leagues and cold plunge socials, Sweatpals turns everyday workouts into meaningful social experiences. We empower local leaders to grow their communities from side hustles to full-time, even million-dollar businesses, with comprehensive tools for ticketing, bookings, memberships, marketing, and POS.

Our mission? Making fitness more social, accessible, and rewarding for everyone across hundreds of cities nationwide. As we scale, design is at the heart of how we stand out - we're creating a vibrant, social, and trend-setting platform at every touchpoint.

The Opportunity: Scale Success Through Technology & Automation

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We're seeking a highly technical Scaled Success Manager to revolutionize how we onboard, educate, and retain thousands of fitness community hosts. This role sits at the intersection of customer success, marketing automation, and product-led growth. You'll architect scalable systems that deliver personalized experiences at scale, turning our platform into a self-serve powerhouse while maintaining the human touch that makes Sweatpals special.

This is a unique opportunity to build the infrastructure that will support our next phase of hypergrowth - from hundreds to tens of thousands of communities. You'll own the entire host lifecycle marketing strategy, develop AI-powered success systems, and create the educational content that empowers hosts to build thriving businesses.

The Role

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As our Scaled Success Manager, you'll be the architect of our one-to-many success motion, building automated yet personalized journeys that guide hosts from signup to success. You'll leverage cutting-edge tools and AI to create experiences that feel magical while operating at massive scale.

What You'll Own

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Host Lifecycle Marketing Excellence

• Design and implement sophisticated lifecycle campaigns using Amplitude, Vitally and Customer.io to maximize time-to-value and lifetime value
• Build segmented journeys for different host types, with special focus on PLG (product-led growth) communities
• Create behavioral triggers that identify expansion opportunities, churn risks, and engagement milestones
• Develop multi-channel campaigns across email, SMS, push notifications, and in-app messaging

Self-Service Onboarding Architecture

• Partner with Product to streamline self-onboarding using UserPilot and other no-code tools
• Design interactive product tours, tooltips, and checklists that guide hosts to their first successful event
• Build and optimize in-app experiences that reduce time-to-first-value from days to hours
• Create contextual help systems that anticipate and solve problems before they become support tickets

AI-Powered Host Success

• Lead the development of AI co-pilots using Intercom, connecting to Sweatpals University and platform data
• Build intelligent chatbots that provide personalized insights and best practices based on host behavior
• Create automated coaching systems that help hosts optimize their communities without human intervention
• Develop predictive models that identify at-risk hosts and trigger proactive interventions

Sweatpals University Management

• Manage, maintain, and continuously improve our educational platform for hosts
• Plan and host webinars with guest speakers to share success tories and playbooks
• Add and iterate upon articles, guides, and resources based on host needs and feedback
• Build a robust success case studies database showcasing host victories and best practices
• Systematize case study development to create a steady stream of social proof and inspiration

Cross-Functional Leadership

• Partner with Host Marketing on organic social content initiatives that amplify host success stories
• Collaborate with Product on new feature announcements and adoption campaigns
• Work with Sales to ensure smooth transitions from sales-led to scaled success motions
• Coordinate with Support to identify common issues and create self-service solutions

Technical Infrastructure & Automation

• Architect complex workflows using Airtable as the central source of truth for host data
• Build sophisticated Zapier automations that connect our entire tool stack
• Develop custom scripts and integrations to fill gaps in our automation ecosystem
• Leverage MCP servers and AI tooling to create intelligent, adaptive systems

What You'll Learn and Achieve

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Year One Milestones

• Build a world-class lifecycle marketing program, achieving 80%+ host activation within 14 days
• Create an enhanced AI powered success system handling 50%+ of common host success questions automatically
• Develop 100+ case studies showcasing diverse host success stories
• Design onboarding flows that achieve 90%+ completion rates
• Establish Sweatpals University as the definitive resource for fitness community building

Skills You'll Develop

• Master the art of scaling human connection through technology
• Become an expert in PLG and community-led growth strategies
• Build deep expertise in AI and automation tools at the cutting edge
• Develop the ability to think in systems and design for scale
• Learn to balance automation with authentic relationship building

Career Growth Trajectory

This role positions you at the forefront of the scaled success revolution. As we grow, you'll have opportunities to build and lead a team, expand into Head of Lifecycle or VP of Success roles, or pioneer new growth initiatives across the company.

What You Bring

Required Experience & Skills

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• 5-8 years of experience in customer success, lifecycle marketing, or growth roles
• Deep expertise with marketing automation platforms (Vitally, Customer.io, Intercom, or similar)
• Proven track record of building scalable success programs achieving 110%+ NRR
• Strong technical skills including scripting, API integrations, and automation workflows
• Advanced proficiency with Airtable and Zapier for building operational systems
• Experience with AI tools and ability to leverage emerging technologies
• Understanding of technical architecture and how systems connect
• Data-driven mindset with ability to analyze metrics and iterate quickly
• Exceptional writing skills for creating educational content and lifecycle campaigns
• Natural curiosity and passion for solving complex problems at scale

Bonus Points

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• Experience in fitness, wellness, or community-focused businesses
• Background in product-led growth or self-serve SaaS models
• Familiarity with UserPilot or similar product adoption tools
• Knowledge of MCP servers and advanced AI implementations
• Active participation in fitness communities or group activities

Success Metrics

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You'll be measured on your ability to drive measurable impact across our scaled success motion:

• Net Revenue Retention (NRR): Achieve and maintain 120%+ NRR across scaled accounts
• Net Promoter Score (NPS): Maintain 80+ NPS through exceptional automated experiences
• Host Activation Rate: 50%+ of new hosts launching their first event within 90 days
• Feature Adoption: Drive 80%+ adoption of key platform features within first 90 days
• Success Deflection: Reduce success ticket volume by 40% through self-service solutions
• Content Engagement: Achieve 70%+ engagement with Sweatpals University resources

What Makes This Role Special

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Pioneer the Future of Scaled Success You'll be building something that doesn't exist yet - a scaled success motion that feels personal, drives real business results, and sets the standard for the industry. Your work will directly impact thousands of fitness entrepreneurs building their dreams.

Unprecedented Autonomy & Impact As our first Scaled Success Manager, you'll have complete ownership over the strategy and execution. You'll work directly with leadership to shape our growth trajectory and build systems that will scale to millions of users.

Work at the Intersection of Fitness & Technology You'll be immersed in the fitness world while leveraging cutting-edge technology. You'll help democratize access to fitness community-building tools and make wellness more accessible to millions.

Learn from the Best You'll work alongside a world-class team with experience from leading tech companies and fitness brands. Our investors include Andreessen Horowitz, Patron, and Pear VC, giving you access to unparalleled resources and mentorship.

Ready to Scale Success?

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If you're excited about building the future of automated yet authentic customer success, passionate about empowering fitness communities, and ready to tackle complex technical challenges, we want to hear from you!

Sweatpals is an equal opportunity employer committed to building a diverse and inclusive team. We believe that different perspectives make us stronger and actively encourage applications from candidates of all backgrounds.