Customer Success Manager II - remote

Customer Success Manager II

• Remote, United States
• Full time

  It’s fun to work in a company where people truly BELIEVE in what they’re doing!
  We’re committed to bringing passion and customer focus to the business.

  INTRODUCTION:

  As a Client Success Manager, you will be managing relationships with many of our fastest growing clients –driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Your strength as a natural communicator will propel you into incredible relationships with our clients and colleagues to deliver success for all! When you are not managing client outcomes, you will be sharing your experiences, learning from others, devising innovative approaches for success and much more.

  WHAT YOU’LL DO:

  • 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.
  • 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.

    WHAT YOU’LL NEED:

    • 3+ 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
    • Customer travel may be required up to ten (10) days per month
    • Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Support)

      WHAT’S IN IT FOR YOU:

      • Purpose led company with a Values focused culture –Best Life, One Team, Growth Mindset
        • Time Off –with our open PTO policy, we offer flexibility in how and when you take PTO!
          • Days of Disconnect –once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
            • Parental &Pawternity Leave –we offer leave for when your family grows by two feet or four paws!
              • Fitness Perk –we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
                • Discounts –access to discounts with our partners, such as Dell, Microsoft &many more.
                  • Medical/Dental/Vision coverage
                    • EAP –we get you help when you need it. Period.
                      • Calm App +4 –enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
                        • And more! –so many benefits we couldn’t even fit them all here!

                          Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S. based candidates for this positionis $50,000 —$68,000 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

                          We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!

                          ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
                          ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com

                          ABOUT ABC:

                          ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

                          Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).

                          #LI-REMOTE

                          If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!