Lead, mentor, and develop a team of Customer Success Managers (CSMs)
Support customer retention, engagement, adoption, and customer health initiatives
Act as an escalation point for complex customer situations and help drive resolution
Partner cross-functionally with Product, Support, Sales, Enablement, and Operations teams
Monitor team and customer performance metrics to identify risks and improvement opportunities
Support process improvements and scalable customer success best practices
Drive accountability around customer experience, responsiveness, and service delivery
Develop strong knowledge across all platforms and broader ABC Fitness ecosystem
Occasional travel required for client engagement opportunities

7+ years of experience in Customer Success, Account Management, or a related SaaS customer-facing role
2+ years of people leadership or team management experience preferred
Strong communication, coaching, and relationship management skills
Experience managing customer escalations and competing priorities in a fast-paced environment
Strong organizational and problem-solving skills
Ability to collaborate cross-functionally and influence stakeholders
Data-driven mindset with the ability to interpret customer trends and performance metrics
Experience within a Health & Fitness technology SaaS company or fitness industry environment is great to have
Experience supporting SMB or scaled customer success motions is great to have
Experience with retention, engagement, or adoption-focused KPIs is great to have
Familiarity with CRM or Customer Success platforms is great to have

Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe.
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
And more! – so many benefits we couldn’t even fit them all here!

Customer Success Manager

Key skills