Lead, mentor, and develop a team of Customer Success Managers (CSMs)
Support customer retention, engagement, adoption, and customer health initiatives
Act as an escalation point for complex customer situations and help drive resolution
Partner cross-functionally with Product, Support, Sales, Enablement, and Operations teams
Monitor team and customer performance metrics to identify risks and improvement opportunities
Support process improvements and scalable customer success best practices
Drive accountability around customer experience, responsiveness, and service delivery
Develop strong knowledge across all platforms and broader ABC Fitness ecosystem
Occasional travel required for client engagement opportunities
Requirements
7+ years of experience in Customer Success, Account Management, or a related SaaS customer-facing role
2+ years of people leadership or team management experience preferred
Strong communication, coaching, and relationship management skills
Experience managing customer escalations and competing priorities in a fast-paced environment
Strong organizational and problem-solving skills
Ability to collaborate cross-functionally and influence stakeholders
Data-driven mindset with the ability to interpret customer trends and performance metrics
AND IT'S GREAT TO HAVE:
Experience within a Health & Fitness technology SaaS company or fitness industry environment
Experience supporting SMB or scaled customer success motions
Experience with retention, engagement, or adoption-focused KPIs
Familiarity with CRM or Customer Success platforms
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
Medical/Dental/Vision coverage
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!
Benefits
Health insuranceDental insuranceVision insurancePaid time offPerformance bonusParental leave
Additional Information
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.
The Manager, Customer Success will coach and develop Customer Success Managers (CSMs), support escalations, and partner cross-functionally to improve the customer experience and operational efficiency. This leader will play a key role in scaling the Customer Success function while ensuring customers realize ongoing value from the platform.
We are looking for a customer-centric, collaborative leader who thrives in a fast-paced SaaS environment and is passionate about building high-performing teams and delivering positive customer outcomes.
Abcfinancial · Remote