Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Supporting Glofox and Ignite customers in the Americas region by creating ongoing value and mitigating risks with an accent on client retention, product adoption, and customer health scores. Focus on guiding customers post-onboarding, conducting platform health checks, and resolving platform queries to ensure continued success.

Location: Remote, must be based in the US to support the Americas region

Company

hirify.global is the leading software provider for fitness businesses globally, supporting 30K clubs and processing over $12B in payments annually through its suite of data-driven solutions.

What you will do

• Support post-onboarding customers through engagement, platform health checks, and product adoption to improve retention rates.
• Drive key KPIs, including client retention, customer health scores, and risk mitigation.
• Conduct training sessions to ensure effective platform usage and resolve customer queries promptly.
• Identify opportunities to add value for customers using new or existing features.
• Utilize Enablement and Product Marketing materials to drive feature interest and adoption.
• Collaborate with management to optimize feedback loops between customer success and other departments.

Requirements

• 3+ years of relevant experience in SaaS Onboarding, Account Management, or Customer Success.
• Excellent written and verbal communication skills for presenting to internal and external stakeholders.
• Outstanding organizational, scheduling, and time management skills.
• High EQ and interpersonal skills for working with diverse stakeholders.
• Ability to support the Americas region and a customer-centric mindset.

Nice to have

• Prior experience within a Health and Fitness technology SaaS company or fitness club/studio environment.
• Experience managing a customer portfolio with specific retention or expansion KPIs.

Culture & Benefits

• Open PTO policy and quarterly "Days of Disconnect" for collective rest.
• Comprehensive Medical, Dental, and Vision coverage.
• Parental and "Pawternity" leave for growing families.
• Quarterly fitness reimbursement via the Best Life Perk.
• Premium Calm App subscription for employees and dependents.