Customer Success Manager

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness - together!

Our Values

Best Life

We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work - because diverse perspectives drive innovation and meaningful impact.

Growth Mindset

We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights - personally and professionally.

One Team

From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.

As a Customer Success Manager, you will drive customer value, retention, and growth across a portfolio of enterprise clients. Acting as a trusted advisor to executive stakeholders, you will align our solutions to business objectives and ensure measurable outcomes.

You will lead implementations and ongoing success planning, identify expansion opportunities, and partner cross-functionally to deliver value and advocate for customer needs.

As the primary point of contact, you will build executive relationships, guide best practices, and manage escalations to resolution.

You will also help scale Customer Success processes and improve the overall customer experience.

Ultimately, you are accountable for retention, satisfaction, and growth across your portfolio.

WHAT YOU’LL DO:

Build trust and long-term relationships with all customers in your portfolio

Support customers across multiple geographies and time zones

Manage and guide organic implementation including training, and technical account setup

Engage customers in business operations discovery during onboarding to ensure successful and strategic technical account setup, and work with technical teams to deliver customized accounts

Work closely with Sales, Product, and other internal stakeholders to deliver success for customers throughout the customer lifecycle

Identify areas of opportunity to growth portfolio revenue

Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders

Execute customer success plans

Harvest customer success stories and testimonials from customers capturing business outcomes

Demonstrate product capability, functionality, and potential business outcomes

Act as a direct point of contact for escalation of customer issues, identifying and directing internal resources to help find a resolution

Directly handle escalated support tickets

Maintain customer and product usage intelligence using our CRM and customer engagement platforms.

Preparation and delivery of feature requirements and feedback reports directly to the Product team

Create and deliver executive business reviews

Any related ad-hoc or project tasks as required

Participate in cross-functional projects across teams

WHAT YOU’LL NEED:

3+ years of relevant experience in customer success, account management, or a related field

Strong communication and stakeholder management skills, with the ability to listen, influence, present, and build trusted relationships

Negotiation and contract management experience, with strong follow-through and attention to detail

Customer-focused and results-driven, demonstrating sound judgment, integrity, and composure in fast-paced or high-pressure situations

Highly organized and execution-oriented, with the ability to manage multiple priorities, context switch effectively, and consistently meet deadlines

Analytical mindset, with the ability to interpret data and sales metrics to drive insights and improved outcomes

Self-motivated, accountable team player, who takes ownership and operates with a high level of autonomy

Ability to support accounts across time zones, demonstrating flexibility and responsiveness

Technical proficiency with business tools, including project management platforms (e.g., Asana), CRM systems (e.g., Salesforce), and Excel for tracking and reporting

Fitness industry and/or franchise experience preferred

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!

Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement

Monthly reimbursement for your preferred health scheme

EAP – we get you help when you need it. Period.

Premium Calm App – 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!

At ABC Fitness, we don’t just build technology - we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:

About ABC Fitness

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients.

From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com

#LI-REMOTE