Customer Success Team Lead, SMB - Fitness & Wellbeing - Remote

Overview

As a Customer Success Team Lead at Xplor, you will play a crucial role in driving the long-term success of our SMB clients in the Fitness and Wellbeing vertical, while also leading and mentoring a team of Customer Success Managers.

In Short

• Lead a team of Customer Success Managers dedicated to SMB clients.
• Manage a portfolio of SMB accounts with a focus on retention and growth.
• Execute the full renewal cycle including negotiation and upsells.
• Support clients throughout their entire lifecycle from onboarding to renewal.
• Drive team performance and ensure 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 to improve processes.
• Foster a customer-centric culture within the team.
• Participate in strategic alignment efforts with leadership.

Requirements

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

Benefits

• Gender Neutral Paid Parental Leave.
• Extra days off for volunteering.
• Access to LinkedIn Learning.
• Diversity & Inclusion initiatives.
• Mental health support access.
• Flexible working arrangements.