About the position
Join our Fitness and Wellbeing Vertical as Manager Customer success - CRM consulting for Xplor Growth to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences. Reporting into the VP of Customer Success, you will lead a team of Marketing Consultants and CRM Programmers, guiding them to deliver exceptional consultative services to our clients that drive Xplor Growth product adoption and elevate their overall experience with leveraging the platform to automate their sales and marketing efforts. You will be instrumental in building a scalable consultative program, ensuring that our team provides unparalleled value to our clients while driving product adoption and enhancing customer satisfaction. You will play a critical role in ensuring the success of both our customers and our team.
Responsibilities
- Manage, scale, and grow a team of Marketing Consultants to achieve quarterly targets (customer conversion and retention, product adoption, account health, CSAT, NPS)
- Foster a collaborative and high-performance team culture focused on continuous improvement and client success.
- Further develop the existing Marketing Solutions program, driving business revenue and new customer acquisition.
- Drive the voice of the customer within the organization, helping to shape product development and improvements based on customer and team feedback
- Partner with other Managers of Customer Success and CSMs in Xplor Growth related escalations, reducing churn and improving customer sentiment
- Manage competing priorities in an ever-changing environment, displaying expert prioritization.
Requirements
- At least 7+ years of experience in Customer Success, Strategic Marketing, or Account Management and 4+ years of people management experience.
- Demonstrated excellence in analytical thinking, process development, problem solving, communication, delegation and planning.
- Ability to work in a fast-paced, collaborative, self-motivated work environment.
- Strong understanding of SaaS metrics, including ARR, churn, CSAT, NDR, and expansion numbers.
- Exceptional communication and relationship-building skills, both externally and internally.
- Bachelor’s degree in Marketing, Business, or a related field preferred.
- Ability to analyze data and translate insights into actionable strategies.
- Experience in the fitness and wellness industry strongly preferred.
Benefits
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements
