Manager, Customer Success

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!

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.

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.

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 of Customer Success leads a portfolio of high-value enterprise customers, serving as the primary strategic partner to executive stakeholders. This role drives long-term customer value by aligning customer priorities with internal teams to deliver measurable outcomes, sustained growth, and strong net revenue retention (NRR). This leader builds trusted executive relationships, identifies opportunities to improve customer performance, and partners cross‑functionally with Product, Support, Sales, and other teams to ensure successful execution.

In addition to owning renewals, expansion, and overall account health, this role leads and develops Customer Success Managers (CSMs), removes obstacles, and ensures customers consistently realize value from their investment. The ideal candidate is strategic, customer-focused, commercially minded, and able to lead confidently through change.

• Build and maintain strong, trusted relationships with key enterprise customers and executive stakeholders, serving as a trusted advisor
• Develop a deep understanding of customer business goals, challenges, and success metrics
• Act as the primary advocate for customer needs across the organization
• Anticipate account risks, changes, and opportunities, and proactively drive improvement plans
• Lead regular customer engagements including weekly/monthly touchpoints and Quarterly Business Reviews (QBRs)

• Own the commercial success of assigned accounts, including renewals, contract negotiations, and expansion opportunities
• Drive net revenue retention (NRR) through upsell, cross‑sell, and retention strategies
• Support enterprise sales efforts through product demos, strategic deal support, and business development initiatives

• Ensure on‑time, on‑spec, and on‑budget delivery of commitments to customers
• Manage complex projects across customer and internal teams to successful completion
• Lead resolution of critical incidents, acting as project manager until full resolution is achieved
• Deliver clear, executive‑level communications to account leadership and franchise stakeholders

• Develop and maintain deep product knowledge across the ABC Fitness ecosystem
• Provide strategic guidance on product adoption, optimization, and best practices
• Translate customer business needs into product solutions and actionable feedback
• Maintain deep understanding of enterprise customer business models, operational structures, and industry position
• Leverage knowledge of fitness industry trends, franchise models, and competitive landscape to inform strategy

• Partner with Engineering, Product, Sales, Support, and Finance to align on customer priorities
• Coordinate internal resources to ensure seamless execution and customer success
• Advocate for product and process improvements based on customer insights
• Create and present data‑driven business cases for new feature development and roadmap prioritization

• Lead, mentor, and develop Customer Success Managers (CSMs)
• Build team capability in strategic account management, project execution, and customer engagement
• Develop and execute growth plans aligned to individual and business…