Xplor is hiring a Customer Success Team Lead, SMB - Fitness & Wellbeing. In this hybrid player/coach role, you will join our Fitness and Wellbeing vertical to lead by example, managing your own portfolio while coaching and developing a team of SMB Customer Success Managers. You’ll drive retention, strategic growth, and consistent customer excellence through operational execution and cross-functional collaboration.
What You'll Do
- Manage a portfolio of SMB accounts with a focus on retention, risk mitigation, and strategic growth opportunities.
- Execute the full renewal cycle, including negotiation, objection handling, upsells, and value-added service opportunities.
- Support scalable nurture campaigns to enhance adoption and accelerate time-to-value.
- Serve as a product expert, offering creative solutions and strategic recommendations aligned with client goals.
- Monitor customer health and proactively develop remediation plans for at-risk accounts.
- Document and resolve client challenges while partnering closely with Support, Product, Finance, and Sales.
- Stay informed on industry trends and client needs to deliver actionable feedback to product and tech teams.
- Lead, coach, and develop a team of SMB CSMs, driving strong performance, accountability, and career growth.
- Serve as the first point of escalation for complex client issues, high-risk scenarios, and renewal risk.
- Own onboarding, ramp, and ongoing skill development for team members through coaching, shadowing, and feedback.
- Drive consistency across account management, risk management, renewals, communication standards, and customer engagement practices.
- Partner with leadership to build, refine, and operationalize playbooks, best practices, and internal documentation.
- Monitor team performance and trends, sharing insights and recommendations to improve outcomes and scalability.
- Support forecasting, team planning, and strategic alignment efforts.
- Lead team cadences and represent the SMB team in cross-functional conversations, advocating for both customer and CSM needs.
What We're Looking For
- 5+ years in Customer Success, Account Management, or a related SaaS role.
- 1–3 years of people leadership experience, formal or informal.
- Demonstrated capability growing an existing book of business and executing renewals.
- Experience managing SMB customers in a high-volume, fast-paced environment.
- Proven success in independently negotiating contracts and overcoming objections.
- Experience in the fitness industry, preferably boutique fitness.
- Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook).
- Strong operational discipline, with experience building or improving processes.
- Leadership Mindset: Leads by example, sets standards for quality, and elevates team capabilities.
- Customer-Centric Orientation: Builds genuine partnerships and drives long-term value.
- Exceptional Communication: Clear and confident in written, verbal, and presentation settings.
- Conflict Resolution & Negotiation: Able to navigate difficult conversations and land on mutually beneficial outcomes.
- Strategic Thinking: Understands how to balance customer needs with company objectives.
- Adaptability: Thrives in fast-paced environments and remains steady in ambiguity.
- Sales Acumen: Identifies and closes upsell opportunities while supporting team members in doing the same.
- Strong Organizational Skills: Juggles multiple priorities with accuracy and accountability.
- Collaborative & Motivated: Works well independently and as part of a distributed team.
- Passion for Fitness & Innovation: Aligns with Xplor’s mission to empower fitness and wellness businesses.
Nice to Have
- BA/BS preferred.
- Experience with using Mariana Tek and Xplor Growth.
Technical Stack
- CRM applications
- Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook)
- Mariana Tek
- Xplor Growth
Team & Environment
Reports to the Manager of Customer Success. Leads a team of SMB CSMs.
Benefits & Compensation
- Compensation: $100,000 - $110,000 USD
- Gender Neutral Paid Parental Leave benefit programs
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements
Work Mode
This is a global position.
Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age.
