Who you are

- 5+ years of experience in Customer Success or Account Management within a SaaS or technology company, preferably with enterprise clients

- Direct experience or deep understanding of the fitness industry, with a strong preference for experience in boutique fitness operations or software

- Proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership

- Robust ability to translate customer goals into actionable plans that deliver measurable value

- Excellent communication, presentation, and interpersonal skills

- Proficiency with CRM systems (Salesforce preferred) and the Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook)

- Global experience or ability to work effectively across different regions and time zones is a plus

What the job involves

- Develop and execute strategic customer success plans,



establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs)

- Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion

- Collaborate cross-functionally with internal teams to represent the voice of the customer, influence product roadmap, and drive continuous improvement

- Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes

- Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization

📌 Customer Success Manager (Canada)
🏢 Xplor
📍 Canada