Customer Success Team Lead - SMB Fitness & Wellbeing (Remote)

About the Role

We are seeking a highly motivated Customer Success Team Lead to join our dynamic team in the Fitness & Wellbeing sector. As a Customer Success Team Lead - Remote, you will play a crucial role in ensuring our small and medium business (SMB) clients achieve their desired outcomes while using our SaaS solutions. This position offers the opportunity to lead a team dedicated to enhancing customer satisfaction and driving retention.

What You'll Do

• Lead and mentor a team of Customer Success Managers to deliver exceptional service to SMB clients.
• Develop and implement strategies to improve customer onboarding and engagement processes.
• Analyze customer data to identify trends and opportunities for improvement.
• Collaborate with sales and product teams to ensure customer feedback is integrated into product development.
• Conduct regular check-ins with clients to assess their satisfaction and address any concerns.
• Drive initiatives that promote customer loyalty and reduce churn rates.
• Utilize CRM tools, such as Salesforce, to manage customer relationships effectively.
• Provide training and support to team members on best practices in customer success management.

Requirements

• 5+ years of experience in customer success or account management, preferably in a SaaS environment.
• Proven leadership skills with a track record of managing and developing high-performing teams.
• Strong communication and interpersonal skills to build relationships with clients and team members.
• Experience with CRM applications, particularly Salesforce.
• Ability to analyze data and metrics to drive decision-making and process improvements.
• Familiarity with the fitness industry and its unique customer needs is a plus.
• Excellent negotiation and problem-solving skills.
• Passion for helping customers succeed and a commitment to delivering outstanding service.

Nice to Have

• Experience in project management and process improvement methodologies.
• Knowledge of payment processing and merchant services.
• Background in sales training or coaching.

What We Offer

• Competitive salary range of $90,000 - $120,000 per year.
• Gender-neutral paid parental leave and extra days off for volunteering.
• Access to LinkedIn Learning for professional development.
• Diversity and inclusion initiatives to foster a supportive work environment.
• Mental health support access for all employees.
• Flexible working arrangements to promote work-life balance.
• Opportunity to work with a passionate team dedicated to making a difference in the fitness industry.