Customer Success Manager

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.

As a Sr. Customer Success Manager, you will play a strategic role in driving long-term customer value, retention, and growth across a portfolio of enterprise clients. You will serve as a trusted advisor to executive stakeholders, partnering closely with customers to align our solutions with their business objectives and ensure measurable outcomes.

In this role, you will lead complex implementations and ongoing success planning while proactively identifying opportunities to expand product adoption and deliver additional value. You will collaborate cross-functionally with Product, Support, Sales, and Professional Services to advocate for your customers and influence product direction based on customer needs.

As the primary point of contact for your portfolio, you will build strong executive-level relationships, guide customers through best practices and operational strategies, and ensure they are maximizing the impact of our platform within their organizations.

You will also take ownership of high-priority escalations and complex customer challenges, driving resolution across teams and ensuring accountability throughout the process. In this role, you will mentor peers, contribute to Customer Success best practices, and help scale processes that improve the overall customer experience.

Ultimately, you will be responsible for ensuring customer retention, satisfaction, and expansion—acting as the strategic partner who ensures customers achieve their desired outcomes and long-term success with our solutions.

WHAT YOU'LL DO
• Build trust and long-term relationships with all customers in your portfolio
• Support customers across multiple geographies and time zones
• Manage and guide onboarding and implementation, including training and technical account setup
• Lead business operations discovery during onboarding to ensure strategic account configuration; partner with technical teams to deliver customized solutions
• Collaborate with Sales, Product, and internal stakeholders to drive success across the customer lifecycle
• Identify opportunities to grow portfolio revenue
• Monitor account health, flag risks, and surface growth opportunities; deliver consistent and meaningful business reviews to key stakeholders
• Develop and execute customer success plans
• Capture and share customer success stories and measurable business outcomes
• Demonstrate product capabilities and business impact to customers
• Serve as the primary escalation point, triaging issues and driving resolution across teams
• Directly manage escalated support tickets
• Maintain accurate customer and product usage data in CRM and engagement platforms
• Provide structured product feedback and feature recommendations to the Product team
• Prepare and deliver executive business reviews
• Mentor new hires and junior team members
• Support ad hoc projects and cross-functional initiatives across Glofox teams

WHAT YOU’LL NEED

• Excellent verbal and written communication skills; able to engage, present, and build trust with a wide range of stakeholders
• Strong negotiation skills with the ability to manage and follow through on customer commitments
• Customer-first mindset with the ability to manage complex, demanding relationships with professionalism and empathy
• Highly organized and able to manage multiple priorities, deadlines, and accounts simultaneously
• Strong collaboration skills with the ability to influence cross-functional teams
• Analytical mindset with the ability to interpret data and translate insights into action
• Calm and solutions-oriented in high-pressure or ambiguous situations

• 5+ years of relevant experience
• Strong time management, prioritization, and organizational skills
• Self-motivated, accountable, and results-driven
• Ability to manage multiple key accounts simultaneously
• Flexibility to support customers across time zones
• Experience with CRM and/or project management tools
• Advanced Excel skills are a plus
• Experience with Asana and Salesforce is a plus
• Fitness industry or franchise experience is a plus

Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S. based candidates for this position is $75,000 - $85,000 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions. 

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

• Medical/Dental/Vision coverage

• 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

#LI-REMOTE