Customer Success Manager - Strategic Accounts

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. At Xplor we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

As a Strategic Accounts Customer Success Manager, you will manage a portfolio of our largest global clients, acting as a strategic advisor to drive product adoption and deliver measurable business outcomes. A strong understanding of the boutique fitness industry is essential.

Key Responsibilities:

• Develop and execute strategic customer success plans, establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs).

• Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion.

• Collaborate cross-functionally with internal teams to represent the voice of the customer, influence product roadmap, and drive continuous improvement.

• Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes.

• Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization.

Location:This is a 100% remote position available to candidates located in the U.S., excluding Hawaii and Alaska.

#LI-Remote

• 5+ years of experience in Customer Success or Account Management within a SaaS or technology company, preferably with enterprise clients.
• Direct experience or deep understanding of the fitness industry, with a strong preference for experience in boutique fitness operations or software.
• Proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership.
• Strong ability to translate customer goals into actionable plans that deliver measurable value.
• Excellent communication, presentation, and interpersonal skills.
• Proficiency with CRM systems (Salesforce preferred) and the Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook).
• Global experience or ability to work effectively across different regions and time zones is a plus.

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #Give Back Days /Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

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