Customer Success Manager

INTRODUCTION:  

As a member of our global CX team, you will support Glofox customers in the EMEA region by creating ongoing value and mitigating risks. You will guide customers through their journey post-onboarding, serving as a key resource and escalation point for platform queries. Acting as a trusted advisor and coach, you will ensure customers are set up for continued success. We are looking for an ambitious, customer-centric individual who can work cross-functionally to highlight, prioritize, and seamlessly guide customers through challenges. Your role will involve maintaining high engagement levels and managing blockers along the way. This position is crucial for Glofox in Europe as we scale to meet the needs of our growing customer base. You will have the opportunity to work closely with regional leadership to drive success in the Customer Success function.

WHAT YOU’LL DO:    

• Support customers post-onboarding by engaging key stakeholders, conducting platform health checks, aiding in product adoption and usage, and improving retention rates.
• Drive improved results for KPIs including client retention, customer health scores & customer engagement, new feature adoption & risk mitigation.
• Conduct training sessions to ensure customers understand and can effectively use the platform.
• Provide continuous support and assistance to customers and resolve platform queries and issues promptly.
• Identify opportunities to add value for customers through new or existing features.
• Leverage Enablement & Product Marketing materials to support customers with training & product adoption. Harnessing the power of personalised messaging and value proposition to drive interest and adoption of new features.
• Act as a product & industry champion, leveraging known & learned best practices to unblock challenges during the customer lifecycle.
• Work with management to create feedback loops, ensure alignment and drive optimisation between customer success and other departments

WHAT YOU’LL NEED:

• Bachelor’s degree with evidence of high achievement in academics and extracurriculars.
• A total of 5+ years of relevant experience, with 2+ years' experience in SaaS Onboarding, Account Management or Customer Success
• Prior experience in managing an SMB / high volume portfolio of customers (200+) with performance and retention based KPIs
• Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders
• Outstanding organisational, scheduling and time management skills.
• High EQ/interpersonal skills in working with diverse stakeholders and a willingness to strive for positive customer outcomes
• Coachable, self-motivated, curious and resilient
• A natural desire to build meaningful partnerships and seek out solutions for customers

AND IT’S GREAT TO HAVE:

• Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio.
• If you have previously managed a portfolio of customers with retention or expansion KPIs, that would be a huge plus.
• Spanish speaking would be a great compliment to support our Spanish speaking customers
• Finally, prior supervisory or management experience would be fantastic as we are always looking for the next wave of leaders in our organization!