CSM Retention Specialist - 1 Year FTC

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.

INTRODUCTION:  

We’re looking for someone on a 1 year fixed term contact to be a key member of our Global Retention team, focusing on preventing churn and managing risk within the SMB customer base. This is a highly commercial, retention‑focused role where you will run targeted save motions, negotiate renewals, and close commercial conversations.
 

You will act as the primary point of contact for escalations, removing blockers that threaten renewal, and clearly articulating the value of the platform to secure ongoing commitment. Operating in a commercially driven role within Customer Success, you will manage a risk pipeline, execute outreach sequences, handle objections, and influence decision‑makers to retain revenue.
 

We’re looking for a motivated, commercially driven individual who thrives in a target‑oriented environment. You must be comfortable engaging customers at scale, prioritizing based on revenue impact, and taking full ownership contract continuity. You will work cross‑functionally to resolve issues and ensure customers are in the best possible position to renew.
 

This role is critical to ABC’s growth and offers the opportunity to shape our retention strategy while directly impacting revenue performance.

WHAT YOU’LL DO:    

• Handle objections, influence decision‑makers, and lead commercial conversations with confidence.

• Act as the primary escalation point, resolving blockers quickly to protect renewal likelihood.

• Execute a variety of save strategies for at‑risk customers with a focus on persuasive value messaging to retain accounts.

• Position clear, compelling ROI to SMB owners and decision‑makers who need quick, practical reasons to stay invested.

• Collaborate cross‑functionally with Support, Product, and Operations to remove friction and improve customer experience

• Use tools such as email and phone to drive engagement to realign on value, address adoption or service gaps, and stabilize commercial outcomes to support a clear path forward.

• Act as a product & industry champion, leveraging known & learned best practices to unblock challenges.

• Work with management to create feedback loops, ensure alignment and drive optimisation between customer success and other departments

• Hit and exceed target KPIs centred around engagement and retention.

• Hit and exceed target KPIs centred around engagement and retention.

WHAT YOU’LL NEED:

• Bachelor’s degree with evidence of high achievement in academics and extracurriculars.

• A total of 3+ years of relevant experience, with 2+ years' experience in SaaS Account Management, Customer Success or Sales

• Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders

• Outstanding organizational, 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

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 worked within the SMB segment or managed a high-volume customer portfolio with retention, KPIs.

WHAT’S IN IT FOR YOU:

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset

• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!

• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam

• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!

• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement

• Monthly reimbursement for your preferred health scheme

• EAP – we get you help when you need it. Period.

• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16

• And more! – so many benefits we couldn’t even fit them all here!

At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION: 

ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com.

About ABC Fitness

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients.

From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com

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