Customer Success Manager – Strategic Accounts

Role Overview

As a Strategic Accounts Customer Success Manager, you will manage a portfolio of our largest global clients, acting as a strategic advisor to drive product adoption and deliver measurable business outcomes. A strong understanding of the boutique fitness industry is essential.

What You Will Do

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.

Why It Might Be a Fit

You will thrive at Xplor if you embody our five core values: Find a better way, Do the right thing, Say it straight, Win together, and Own the outcome.

Requirements

• 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.
• Strong 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).

Benefits

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Tagged as: Excel, Salesforce