At a Glance
- Tasks: Drive customer success and build lasting relationships with enterprise clients.
- Company: Join ABC Fitness, a leading software provider in the fitness industry.
- Benefits: Enjoy flexible PTO, parental leave, wellness perks, and a supportive culture.
- Other info: Diverse and inclusive workplace focused on personal and professional growth.
- Why this job: Make a real impact in the fitness world while growing your career.
- Qualifications: 3+ years in customer success or account management with strong communication skills.
The predicted salary is between 49500 - 60500 £ per year.
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 Customer Success Manager, you will drive customer value, retention, and growth across a portfolio of enterprise clients. Acting as a trusted advisor to executive stakeholders, you will align our solutions to business objectives and ensure measurable outcomes. You will lead implementations and ongoing success planning, identify expansion opportunities, and partner cross-functionally to deliver value and advocate for customer needs. As the primary point of contact, you will build executive relationships, guide best practices, and manage escalations to resolution. You will also help scale Customer Success processes and improve the overall customer experience. Ultimately, you are accountable for retention, satisfaction, and growth across your portfolio.
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 organic implementation including training and technical account setup.
- Engage customers in business operations discovery during onboarding to ensure successful and strategic technical account setup, and work with technical teams to deliver customized accounts.
- Work closely with Sales, Product, and other internal stakeholders to deliver success for customers throughout the customer lifecycle.
- Identify areas of opportunity to grow portfolio revenue.
- Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders.
- Execute customer success plans.
- Harvest customer success stories and testimonials from customers capturing business outcomes.
- Demonstrate product capability, functionality, and potential business outcomes.
- Act as a direct point of contact for escalation of customer issues, identifying and directing internal resources to help find a resolution.
- Directly handle escalated support tickets.
- Maintain customer and product usage intelligence using our CRM and customer engagement platforms.
- Preparation and delivery of feature requirements and feedback reports directly to the Product team.
- Create and deliver executive business reviews.
- Any related ad-hoc or project tasks as required.
- Participate in cross-functional projects across teams.
WHAT YOU’LL NEED:
- 3+ years of relevant experience in customer success, account management, or a related field.
- Strong communication and stakeholder management skills, with the ability to listen, influence, present, and build trusted relationships.
- Negotiation and contract management experience, with strong follow-through and attention to detail.
- Customer-focused and results-driven, demonstrating sound judgment, integrity, and composure in fast-paced or high-pressure situations.
- Highly organized and execution-oriented, with the ability to manage multiple priorities, context switch effectively, and consistently meet deadlines.
- Analytical mindset, with the ability to interpret data and sales metrics to drive insights and improved outcomes.
- Self-motivated, accountable team player, who takes ownership and operates with a high level of autonomy.
- Ability to support accounts across time zones, demonstrating flexibility and responsiveness.
- Technical proficiency with business tools, including project management platforms (e.g., Asana), CRM systems (e.g., Salesforce), and Excel for tracking and reporting.
- Fitness industry and/or franchise experience preferred.
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.
- 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.
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.
Senior Customer Success Manager employer: ABC Fitness
At ABC Fitness, we pride ourselves on fostering a vibrant and inclusive work culture that champions personal and professional growth. With our open PTO policy, quarterly Days of Disconnect, and a commitment to employee well-being through various perks, we ensure that every team member feels valued and empowered. Join us in transforming the future of fitness while being part of a supportive team that celebrates diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABC Fitness. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABC Fitness before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABC Fitness:Your cover letter is your chance to shine! Tell us why you want to work at ABC Fitness specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABC Fitness!
How to prepare for a job interview at ABC Fitness
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
