Work closely with customers to understand their business goals and objectives, ensuring ABC's solutions are embedded into their teams' daily workflows, generating positive ROI, and increasing lifetime customer value for ABC Fitness
Serve as a trusted partner to customers on use cases and product functionality
Create customer-facing deliverables (presentations, business process enhancements, strategy recommendations, reporting, and updates) tailored to a diverse set of stakeholders, from senior executives to end users
Establish strong relationships with decision-makers and key influencers within each account in your portfolio
Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
Forecast, identify risk, and maintain strong renewal rates while driving expansion in partnership with the Account Executive team
Clearly communicate and manage risk, proactively resolving issues while minimizing customer churn
Partner closely with customers and internal teams to maintain visibility into product performance and customer feedback
Build customer advocates who will serve as references and share success stories in ABC events and content
Ensure a strong internal closed-loop process for all customer projects and inquiries, including adherence to quoted timelines
Maintain a clear understanding of portfolio metrics, including Health Score, Net Promoter Score (NPS), CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate
Requirements
3+ years of experience in Customer Success, Relationship Management, Account Management, Management Consulting, or a similar role
Exceptional communication skills; highly organized, collaborative, and detail-oriented
Experience building and maintaining relationships while mitigating churn and driving engagement and renewals
Strong understanding of Customer Success principles, best practices, and execution strategies
Ability to engage with C-level executives to drive program strategy and ROI
Ability to create structure in ambiguous situations
Empathetic, positive mindset with a desire to help customers achieve their goals
Strong attention to detail and accuracy
Self-motivated, enthusiastic, and proactive with a "can do" attitude
Ability to operate effectively in a fast-paced, changing environment
Strong leadership and cross-functional collaboration skills
Experience working cross-functionally (e.g., Sales, Product, Marketing, Support)
Important: On-site position in West Palm Beach, Florida.
Benefits
Purpose led company with a Values focused culture - Best Life, One Team, Growth MindsetTime Off - with our open PTO policy, we offer flexibility in how and when you take PTO!Days of DisconHealth insurancePaid time offPerformance bonus
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.
As a Customer Success Manager, you will be managing relationships with many of our fastest-growing customers-driving adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio. Your strength as a natural communicator will enable you to build strong relationships with both customers and colleagues to deliver success for all.
When you are not managing customer outcomes, you will be sharing your experiences, learning from others, and developing innovative approaches to drive success and continuous improvement. This role is a dedicated onsite Customer Success Manager position at a customer location in Florida, requiring consistent in-person engagement to drive partnership success and outcomes.
Abcfinancial · Remote