Digital Customer Success Specialist - Fitness Industry

Job Summary

The Digital Customer Success Specialist will help ensure successful activation of digital product line, proactively supporting clients in achieving success. You will help create best practices on Customer Success that can support the sales team in maximizing product penetration and positioning.

• $80-85k base salary
• Variable bonus opportunity
• 401k matching
• Insurance Plans
• PTO

• Onboarding:
  Help new customers get started with the product or service by guiding them through the setup process, providing training, and ensuring they understand how to use it effectively.
• Relationship Building:
  Develop and maintain strong relationships with customers to understand their needs, goals, and challenges.
• Customer Engagement:
  Proactively engage with customers through various channels (phone, email, chat, etc.) to check in on their progress, answer questions, and gather feedback.
• Product
  
  Education:
  
  Educate customers about the features and capabilities of the product / service to help them maximize its value.
• Account Management:
  Manage customer accounts, including supporting digital sales team on renewals, upsells, and cross-sells, to ensure the company's revenue goals are met.
• Customer Feedback:
  Collect and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance the product or service.
• Customer Advocacy:
  Identify satisfied customers who can serve as advocates for the company, providing testimonials, case studies, and referrals.
• Data Analysis:
  Monitor customer usage and adoption data to identify at‑risk customers and develop strategies to retain them.
• Customer Success Plans:
  Create and implement customer success plans that outline goals, milestones, and strategies for achieving customer success.
• Training and Documentation:
  Develop training materials, user guides, and documentation to help customers use the product effectively.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with sales, marketing, product development, and support teams to ensure a seamless customer experience.
• Reporting and Metrics:
  Track and report on key performance indicators (KPIs) related to customer satisfaction, retention, and revenue growth.
• Renewals and Expansion:
  Ensure that customers renew their subscriptions or contracts and explore opportunities for upgrade, upselling or expanding the relationship.
• Continuous Improvement:
  Stay up to date with industry trends, customer success best practices, and product updates to continuously improve the customer experience.

• 3-5 years of experience in customer success, business development, or post sales support
• Professional Gym/Fitness experience is required
• Communication skill and customer focused attitude
• Problem solving and time management
• Data analysis and tech savviness
• Consultancy and project management skills

Our client is a world leader in the design and manufacture of fitness equipment and solutions for private homes, fitness clubs, hotels, spas, rehabilitation centers, corporate gyms, universities, professional sports facilities and more.