Strategic Enterprise Customer Success Manager (TeamUp UK) in London

TeamUp is a leading fitness management platform that empowers studios, gyms, and trainers to deliver world-class group fitness experiences. Trusted by thousands of fitness businesses around the world, TeamUp simplifies day-to-day operations through an intuitive, all-in-one solution.

Our Strategic Customer Success Manager (Enterprise) will own relationships with some of our highest-value customers, multi-location franchise accounts, and strategic technical partnerships. You’ll be responsible for ensuring long-term satisfaction, driving feature adoption, identifying expansion opportunities, and helping enterprise clients get maximum value from the platform. This role is ideal for someone excited about both relationship management and commercial outcomes — someone who is proactive, strategic, and ready to help shape the future of Enterprise Customer Success at TeamUp.

What You’ll Be Doing

• Account Management & Relationship Building: Serve as the main point of contact for a portfolio of high-value enterprise accounts and partners. Build strong, trust-based relationships that ensure long-term satisfaction and loyalty. Conduct regular check-ins to assess goals, identify risks, and proactively drive success.
• Upsell, Expansion & Revenue Growth: Identify upsell and expansion opportunities by deeply understanding client needs. Work with expansion team and 3rd party vendors to share feedback and customer sentiment. Recommend and position relevant upgrades, features, and add-ons that increase account value. Manage enterprise level contract renewals and price increases. Meet and exceed quarterly upsell and revenue targets.
• Feature Adoption & Platform Engagement: Introduce new features and services to enterprise clients through proactive outreach. Encourage product usage and adoption to drive measurable customer outcomes. Monitor account health and usage patterns to ensure strong engagement.
• Retention & Customer Success: Identify churn risks early and develop tailored plans to re-engage and retain accounts. Provide strategic guidance that aligns TeamUp’s capabilities with each client’s business goals. Recommend enhancements or improvements based on gaps in support or product workflows. Manage ongoing email, chat, and phone communication with clients. Provide timely, effective resolutions to client questions or issues. Collaborate with support or product teams to elevate more complex challenges.
• Reporting & Insights: Track key metrics such as account health, churn risk, product adoption, and upsell pipeline. Provide regular internal reports and insights on customer needs and performance trends. Serve as the internal voice of the customer during product discussions.
• Cross-Functional Collaboration: Partner with product, success, data, and engineering teams to deliver a cohesive customer experience. Share actionable feedback, patterns, and feature ideas internally. Manage and maintain expectations for enterprise level requests and prioritization. Contribute to the development of processes that elevate Customer Success across TeamUp.

You’ll be measured on:

• Upsell Targets: Convert eligible accounts and meet or exceed revenue goals.
• Feature Adoption: Increase platform utilization of key features across enterprise clients.
• Customer Retention: Proactively protect accounts from churn through strategic engagement.

Future Growth Potential

This role will have a meaningful hand in shaping our Enterprise and Customer Success strategy. As we grow, so will the enterprise portfolio — and this position will be central to building scalable systems, processes, and high-level focus on retention.

Who You Are

• A natural relationship-builder who loves working directly with customers.
• Motivated by goals, growth, and hitting (or beating!) your targets.
• Tech-savvy, curious, and comfortable learning new platforms and workflows.
• An excellent communicator with polished written and verbal skills.
• Calm, empathetic, and able to navigate complex or challenging customer situations.
• Organized, reliable, and able to manage your own pipeline and priorities while balancing the needs of the company with the enterprise client requests.
• Experienced working in a remote environment and collaborating across time zones.
• Happy to give and receive feedback and always looking for ways to improve the customer experience.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role.
• 3+ years of experience in the fitness industry is strongly preferred.
• Proven experience working with enterprise, franchise, or large multi-location accounts.
• Technical experience working with API documentation and data warehousing.
• Strong upselling and relationship-building skills.
• Excellent communication skills, written and verbal.
• Strong critical thinking and problem-solving abilities.
• Experience troubleshooting technical issues.
• Analytics experience (dashboards, usage metrics, reporting).
• Experience using TeamUp is a bonus.

Why You’ll Love It Here

You’ll join a friendly, passionate, mission-driven team that believes in supporting both our customers and each other to get the best outcomes. We’re remote-first, growth-minded, and always looking for ways to do things better — together. The salary range for this role is £45,000-£50,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

Why Work For Us:

We’re a small team doing very big things — your work will make a huge impact and your voice WILL be heard! We may not all be in the same location, but you wouldn’t know it. We are a small, growing company and our team deeply cares about the success of our customers and each other! We have great communication platforms in place to ensure you have the resources to succeed in your role at TeamUp. Many DaySmart employees primarily work from home, and our teams are structured to operate efficiently in a distributed environment. While we don’t always share a physical office, we work together closely through remote collaboration practices. We maintain a highly collaborative culture and expect all employees to actively participate in meetings, discussions, and team interactions. This includes joining scheduled video calls with cameras on, contributing to conversations, and being fully present. We believe that strong communication and visual connection are essential to maintaining alignment, accountability, and trust across our teams. At DaySmart, working remotely comes with the responsibility to show up, engage, and collaborate with intention.

We Offer:

A great team atmosphere to help you achieve your best work. Full support and training from our team to help you succeed.

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.