A little about us to scare you away first:

We’re a marketing agency and coaching business for gyms and personal trainers. We’ve been there, done that, and got the tee-shirt when it comes to growing our clients’ businesses.

In an industry where the average client fires a marketing agency in 3 months or less, our average client sticks with us for over three years (and data for the past handful of months of growth is projecting us to an average retention rate of almost 4 years).

We give a damn about our clients & their success and our results & reviews show it. In fact we’ve recently secured an exclusive deal at one of the biggest industry “guru review” sites to be the sole agency provider for brick and mortar gyms. After combing through countless other options, we’re the only company they decided to keep at the top of the mountain (because of how great we treat our clients).

That said, we’re here to get better.

And for that, we need a Customer Success Manager to take our customer experience, CRM, and reporting to a new level.

While we’ve been in business a long time (12+ years of owning thriving gyms and personal training companies, 7+ years in the agency and coaching space) - our current systems are definitely not what you’d consider “streamlined” (that’s why you’re here)

We’re not a Fortune 500 company where you’re going to have your hand held in your cubicle every step of the way, with clear answers to every

question.

We’re growing fast and working to clean up the systems as we go.

You’ll need to be a resourceful problem solver whose first instinct is to “figure it out” and “find a way”

You’ll need to be a team player who’s okay with coaching up clients on how to use our resources. Your client may have a lot of questions,



so you’ll have to be an effective communicator who’s patient with the uninitiated - heck, better yet–you get excited at the idea of looking like a customer success god and having all the answers.

Cool. Check out the expectations below:

WHAT THIS JOB ENTAILS... Role, Responsibilities, Results, Requirements

Role (Overview Of The Position):

This position involves supporting the sales department with onboarding of current customers; working with customers on an ongoing basis as their primary point of contact; sending scheduled updates to all clients on the progress of their campaigns and creating and maintaining results, retention and referral programs to retain existing clients.

Responsibilities (Tasks Associated With The Role):

- Client Onboarding: Responsible for taking over client onboarding once the sales team has closed the sale and has filled out any required onboarding documents.
- Client Support: Once introduced as the primary point of contact, will be responsible for answering all client questions and addressing any concerns in an efficient, retention-based manner.
- Client Retention: Create and maintain a calendar of ‘special events’ for each client (birthdays, client start date, anniversaries, first 100 leads, benchmarks and goals etc.), and facilitate ways to recognize these dates, such as sending cards, brownies, emails or a simple phone call.



We want clients to feel like we’re an integral part of their business and to know that we’re always thinking of them and have their goals in mind.
- Monthly Reporting: Send timely and consistent reports to clients highlighting positive aspects of the campaigns we’re running. All reports should be sent on the same schedule, and in the same format - branded to the company and reports should be used as a retention and/or sales tool where appropriate.
- Look For Additional Sales Opportunities With Current Clients: Must be able to see opportunities for additional services that will help the client grow their business, and should communicate these opportunities to the sales team (when applicable), as reports are prepared.
- Develop and Maintain a Client Retention Strategy: Work with business owners to continue refining and improving existing Client Retention Strategy. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.
- Develop and Maintain a Client Referral System: Work with business owners to continue refining and improving the existing Client Referral System. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy recent strategies and a way to track the results of those efforts.
- Monitor Outsource Teams and Results: Performing weekly check-ins with outsource teams for each client to make sure the work being done is meeting pre-established objectives, and is getting the results we promised to the client. If it’s not, figure out a plan to correct this so when our monthly reports go over, everything is in alignment with what w

📌 Client Success Manager (Montreal)
🏢 Gym Member Machine
📍 Montreal