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Customer Success Manager

1 month ago

Calgary, Alberta, Canada ABC Fitness Full time

About the Role

We are seeking a highly skilled Customer Success Manager to join our team at ABC Fitness. As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our top-tier customers, acting as their main point of contact and trusted advisor.

Key Responsibilities

  • Relationship Management: Build and maintain strong, long-lasting relationships with customers, understanding their needs and goals.
  • Customer Advocacy: Advocate on behalf of customers within ABC Fitness, ensuring their feedback is heard and acted upon.
  • Usage and Adoption: Monitor customer usage patterns and provide proactive guidance to ensure customers are leveraging the full capabilities of our platform.
  • Problem Resolution: Address customer concerns and challenges promptly, working with internal teams to find solutions and maintain high customer satisfaction.
  • Performance Metrics: Track and report on key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), customer retention, expansion, and renewal rates.
  • Training and Enablement: Conduct training sessions and create resources to help customers better understand and utilize ABC Fitness features.
  • Customer Success Plans: Develop and execute tailored success plans for customers, outlining their goals, strategies, and key milestones.
  • Expansion Opportunities: Identify and drive opportunities for account growth and expansion, working closely with the product marketing team.

Requirements

  • Minimum of 3-5 years of experience working as a Customer Success Manager at a SaaS organization.
  • Proficiency with common Customer Success tools such as Gainsight, Totango, or similar.
  • Experience with CRM systems like Salesforce or HubSpot.
  • Strong analytical skills with the ability to interpret customer data and metrics.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal partners.
  • A proactive and solution-oriented mindset, with strong problem-solving skills.
  • Ability to work independently and manage multiple customer relationships effectively.
  • A customer-centric approach and a commitment to delivering exceptional service.

About ABC Fitness

ABC Fitness is the premier provider of software and related services for the fitness industry, with a reputation for excellence in support for clubs and their members. We are committed to creating an inclusive environment for all employees, clients, and stakeholders, and we foster a workplace culture that embraces diversity and promotes growth and development.