Customer Success Manager (On-Site; West Palm Beach, Florida)

Position Overview As a Customer Success Manager at ABC Fitness, you will manage relationships with many of our fastest-growing customers—driving adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio. The role is a dedicated onsite Customer Success Manager position at a customer location in Florida, requiring consistent in‑person engagement to drive partnership success and outcomes. Responsibilities Work closely with customers to understand their business goals and objectives, ensuring ABC’s solutions are embedded into their teams’ daily workflows, generating positive ROI, and increasing lifetime customer value. Serve as a trusted partner to customers on use cases and product functionality. Create customer‑facing deliverables (presentations, business process enhancements, strategy recommendations, reporting, and updates) tailored to a diverse set of stakeholders, from senior executives to end users. Establish strong relationships with decision‑makers and key influencers within each account in your portfolio. Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI. Forecast, identify risk, and maintain strong renewal rates while driving expansion in partnership with the Account Executive team. Clearly communicate and manage risk, proactively resolving issues while minimizing customer churn. Partner closely with customers and internal teams to maintain visibility into product performance and customer feedback. Build customer advocates who will serve as references and share success stories in ABC events and content. Ensure a strong internal closed‑loop process for all customer projects and inquiries, including adherence to quoted timelines. Maintain a clear understanding of portfolio metrics, including Health Score, Net Promoter Score (NPS), CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate. Qualifications 3+ years of experience in Customer Success, Relationship Management, Account Management, Management Consulting, or a similar role. Exceptional communication skills; highly organized, collaborative, and detail‑oriented. Experience building and maintaining relationships while mitigating churn and driving engagement and renewals. Strong understanding of Customer Success principles, best practices, and execution strategies. Ability to engage with C‑level executives to drive program strategy and ROI. Ability to create structure in ambiguous situations. Empathetic, positive mindset with a desire to help customers achieve their goals. Strong attention to detail and accuracy. Self‑motivated, enthusiastic, and proactive with a "can do" attitude. Ability to operate effectively in a fast‑paced, changing environment. Strong leadership and cross‑functional collaboration skills. Experience working cross‑functionally (e.g., Sales, Product, Marketing, Support). Location & Compensation On‑site position in West Palm Beach, Florida. Salary: $69,000 - $79,000 USD annually. Certain positions may be eligible for additional forms of compensation such as bonuses and commissions. Benefits Open PTO policy with flexibility in how and when you take PTO. Days of Disconnect: a collective breather and day off together once a quarter. Parental and Pawternity Leave. Best Life Perk: quarterly reimbursement for fitness journey. Medical, Dental, Vision coverage. EAP support. Premium Calm App subscription for you and up to 4 dependents over the age of 16. EEO Statement ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. #J-18808-Ljbffr