Customer Success Team Lead - Remote for Fitness & Wellbeing

About the Role

We are seeking a passionate and experienced Customer Success Team Lead to join our remote team at Xplor. In this Customer Success Team Lead remote position, you will be instrumental in ensuring the long-term success of our SMB clients in the Fitness and Wellbeing sector. You will lead a dedicated team of Customer Success Managers, driving performance and fostering a customer-centric culture.

What You'll Do

• Lead and mentor a team of Customer Success Managers focused on SMB clients.
• Manage a portfolio of SMB accounts with an emphasis on retention and growth.
• Execute the full renewal cycle, including negotiation and upselling opportunities.
• Support clients throughout their entire lifecycle, from onboarding to renewal.
• Drive team performance to ensure a best-in-class customer experience.
• Monitor customer health and develop remediation plans for at-risk accounts.
• Document and resolve client challenges in collaboration with other departments.
• Lead team development and internal initiatives aimed at improving processes.
• Participate in strategic alignment efforts with leadership.

Requirements

• 5+ years of experience in Customer Success or Account Management.
• 1-3 years of leadership experience in a fast-paced environment.
• Proven success in managing SMB customers and negotiating contracts.
• Highly proficient with CRM applications and Microsoft Office Suite.
• Strong operational discipline and experience in process improvement.
• Exceptional communication and negotiation skills.
• Ability to thrive in ambiguity and adapt to fast-paced environments.
• Passion for fitness and innovation; BA/BS preferred.

Nice to Have

• Experience in the fitness or wellbeing industry.
• Familiarity with cloud-based solutions.
• Knowledge of customer success metrics and KPIs.

What We Offer

• Gender Neutral Paid Parental Leave.
• Extra days off for volunteering.
• Access to LinkedIn Learning for continuous development.
• Diversity & Inclusion initiatives to foster a welcoming environment.
• Mental health support access for all employees.
• Flexible working arrangements to promote work-life balance.