Sr Customer Success Manager

TL;DR

Sr Customer Success Manager: Managing relationships with fast-growing fitness clients to drive adoption, outcomes, renewals, expansion, and advocacy with an accent on strategic account planning, QBRs, and churn risk management. Focus on building client advocates, interfacing with C-level executives, and maintaining portfolio health metrics (Health Score, NPS, CSAT, retention) to maximize ROI.

Location: Remote (United States)

Salary: $80,000–$90,000 annually

Company

hirify.global provides scalable, data-driven software for fitness businesses to simplify club management and engage members.

What you will do

• Partner with clients to align ABC solutions with business goals, ensuring adoption into daily workflows and positive ROI.
• Serve as the trusted point of contact for use cases and product functionality, supporting stakeholders from executives to end users.
• Build and execute strategic account plans and QBRs to drive business value, forecast risk, and maintain strong renewal rates.
• Proactively identify and manage churn risks, resolving issues quickly while minimizing client churn.
• Maintain visibility into product performance and client feedback by collaborating with internal teams.
• Track and manage portfolio metrics (Health Score, NPS, CSAT, Verified Outcomes, Gross/Net Retention) and ensure closed-loop processes for client inquiries and projects.

Requirements

• Location: Must be based in the United States
• 5+ years in Client Success, Relationship Management, Account Management, Management Consulting, or a similar role.
• Proven ability to build and maintain relationships while mitigating churn and driving engagement and renewals.
• Strong communication skills and experience interfacing with C-level executives to drive program strategy and ROI.
• Deep understanding of client success concepts, best practices, and execution strategies.
• Experience working with cross-functional teams (Sales, Product, Marketing, Support) and strong leadership/organization skills.

Culture & Benefits

• Open PTO policy with flexible time off.
• Quarterly “Days of Disconnect” with a collective day off.
• Parental & Pawternity Leave.
• Medical/Dental/Vision coverage and EAP support.
• Quarterly fitness reimbursement and Calm App subscription for you and up to 4 dependents over age 16.

Hiring process

• Interviews to evaluate client success experience, communication, and ability to manage renewals/expansion.
• Discussion of how you handle churn risk, QBR planning, and cross-functional collaboration.