Sr Customer Success Manager

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. As a Sr. Client Success Manager, you will manage relationships with fast-growing clients, driving adoption and outcomes that lead to renewals and advocacy across your portfolio.

Responsibilities:

• Work closely with clients to understand their business goals and objectives, ensuring ABC’s solutions are being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for ABC Fitness
• Be the trusted partner for the client on use-case and product functionality
• Create client deliverables (presentations, business process enhancements, strategy recommendations, reporting and updates) suitable for a diverse set of constituents from senior executives to application end users
• Establish strong relationships with decision-makers and key influencers within each account in your book of business
• Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
• Forecast, identify risk, and maintain a strong client renewal rate and drive expansion in partnership with the Account Executive team
• Clearly communicate and manage risk, proactively helping resolve issues promptly while minimizing client churn
• Work closely with client and internal teams to maintain visibility into product performance and client feedback
• Build client advocates who will speak on behalf of ABC as a reference and share success stories in ABC events and content
• Responsible for ensuring an internal closed loop process for all client projects & inquiries, along with ensuring quoted timelines are abided by
• Expected to work with minimal supervision at times and contribute to strategic decision making within the department
• Maintain a strong sense of all your portfolio metrics including Health Score, Net Promoter Score, CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate

Requirements:

• 5+ years in a Client Success, Relationship Management, Account Management, Management Consulting, or similar role
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Deep understanding of Client Success concepts, best practices, and execution strategies
• Possesses the ability to interface with C-level executives to drive program strategy and ROI
• Ability to create structure in ambiguous situations
• Empathetic, positive attitude with a desire to help our clients reach their goals
• Proven elevated level of attention to detail and accuracy
• Driven, self-motivated, enthusiastic and with a 'can do' attitude
• Flexible approach, able to operate effectively with uncertainty and change
• Strong leadership skills
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Support)