Manager, Customer Success

Manager Of Customer Success

Join ABC Fitness and become part of a culture that's as ambitious as it is authentic. Let's transform the future of fitness—together!

Our Values

Best Life

We believe great work begins with great people. That's why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.

Growth Mindset

We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.

One Team

From day one, you'll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.

The Manager of Customer Success leads a portfolio of high-value enterprise customers, serving as the primary strategic partner to executive stakeholders. This role drives long-term customer value by aligning customer priorities with internal teams to deliver measurable outcomes, sustained growth, and strong net revenue retention (NRR).

This leader builds trusted executive relationships, identifies opportunities to improve customer performance, and partners cross-functionally with Product, Support, Sales, and other teams to ensure successful execution. In addition to owning renewals, expansion, and overall account health, this role leads and develops Customer Success Managers (CSMs), removes obstacles, and ensures customers consistently realize value from their investment. The ideal candidate is strategic, customer-focused, commercially minded, and able to lead confidently through change.

What You'll Do

• Strategic Account Management

  • Build and maintain strong, trusted relationships with key enterprise customers and executive stakeholders, serving as a trusted advisor

  • Develop a deep understanding of customer business goals, challenges, and success metrics

  • Act as the primary advocate for customer needs across the organization

  • Anticipate account risks, changes, and opportunities, and proactively drive improvement plans

  • Lead regular customer engagements including weekly/monthly touchpoints and Quarterly Business Reviews (QBRs)

• Commercial Ownership & Growth

  • Own the commercial success of assigned accounts, including renewals, contract negotiations, and expansion opportunities

  • Drive net revenue retention (NRR) through upsell, cross-sell, and retention strategies

  • Support enterprise sales efforts through product demos, strategic deal support, and business development initiatives

• Execution & Delivery

  • Ensure on-time, on-spec, and on-budget delivery of commitments to customers

  • Manage complex projects across customer and internal teams to successful completion

  • Lead resolution of critical incidents, acting as project manager until full resolution is achieved

  • Deliver clear, executive-level communications to account leadership and franchise stakeholders

• Product & Industry Expertise

  • Develop and maintain deep product knowledge across the ABC Fitness ecosystem

  • Provide strategic guidance on product adoption, optimization, and best practices

  • Translate customer business needs into product solutions and actionable feedback

  • Maintain deep understanding of enterprise customer business models, operational structures, and industry position

  • Leverage knowledge of fitness industry trends, franchise models, and competitive landscape to inform strategy

• Cross-Functional Collaboration

  • Partner with Engineering, Product, Sales, Support, and Finance to align on customer priorities

  • Coordinate internal resources to ensure seamless execution and customer success

  • Advocate for product and process improvements based on customer insights

  • Create and present data-driven business cases for new feature development and roadmap prioritization

• Leadership & Team Development

  • Lead, mentor, and develop Customer Success Managers (CSMs)

  • Build team capability in strategic account management, project execution, and customer engagement

  • Develop and execute growth plans aligned to individual and business objectives

  • Facilitate internal enablement and knowledge-sharing across teams

• Data, Reporting & Insights

  • Analyze customer data to drive strategic decision-making and performance improvements

  • Track and report on account health, progress, and key success metrics

  • Deliver executive-level reporting on performance, goals, and strategic initiatives

  • Contribute to case studies and internal best practices

• Travel & Industry Representation

  • Travel as needed to support on-site customer engagements, executive meetings, and key account initiatives

  • Represent ABC Fitness at customer events, industry conferences, and partner engagements

  • Strengthen relationships and promote brand value through in-person interactions and thought leadership

What You'll Need

• Communication & Executive Presence

  • Exceptional communication and presentation skills, with the ability to influence executive stakeholders

  • Strong facilitation skills across QBRs, strategic reviews, and high-impact discussions

  • Ability to communicate clearly and confidently in complex or high-pressure situations

• Interpersonal & Customer Management

  • Proven ability to build trust and operate as a trusted advisor

  • Experience managing complex enterprise relationships and multiple stakeholders

  • Strong organizational and prioritization skills

  • Composed and solutions-oriented under pressure

• Leadership

  • Demonstrated success leading and developing high-performing teams

  • Ability to influence cross-functional teams without direct authority

  • Experience building collaborative, accountable team environments

• Analytical & Strategic Thinking

  • Strong analytical skills with the ability to interpret customer and revenue data

  • Ability to translate insights into actionable strategies and business outcomes

  • Experience developing data-driven business cases

• Operational & Project Management

  • Proven experience leading complex, cross-functional initiatives

  • Ability to manage multiple priorities and deliver against deadlines

• Tools & Systems

  • Experience with CRM platforms (e.g., Salesforce or similar)

  • Proficiency in project management tools (e.g., Asana or similar)

  • Advanced Microsoft Excel skills and broader Microsoft Office proficiency

  • Experience using data and tools to drive reporting and insights

• <