Customer Success Manager

About HubFit

HubFit is a single platform built for personal trainers, online fitness coaches, and gyms to handle clients, automate day-to-day work, and grow without the usual operational mess. The company has a 4.9-star App Store rating and more than 2,500 five-star reviews. It moves quickly and is expanding quickly, and this role is for someone who will represent HubFit to coaches, help trial users become active customers, and turn satisfied users into long-term advocates.

What You'll Own

Onboarding and activation

• Reconnect with trial users who have gone inactive and help them start using HubFit before their trial finishes.
• Lead one-to-one onboarding calls so new coaches can get up and running quickly and with confidence.
• Support coaches through setup so they can achieve an early win within a few days of joining.
• Host group onboarding webinars as the company scales, including sessions with more than 50 coaches and live Q&A.

Daily customer success work

• Serve as the main contact for coaches through live chat, support email, and Instagram direct messages.
• Respond to product-related questions, help troubleshoot workflows, and ensure coaches are seeing meaningful value from HubFit.
• Watch customer health indicators and reach out early before small issues become larger problems.

Retention and growth

• Create repeatable engagement points such as email sequences, check-ins, and milestone-based outreach to keep coaches involved after onboarding.
• Act as the internal voice of customers by collecting feedback and sharing insights that influence product decisions.
• Measure what is effective and keep refining the customer success process.
• Produce product walkthroughs and video guides that help coaches get more from the platform.

What Success Looks Like

• More trial users are activating, and coaches are reaching their first meaningful result within the first week.
• Replies across chat, email, and DMs are fast, and coaches feel well supported.
• A strong feedback loop is in place and is clearly influencing the product roadmap.
• Trial coaches remain active, engaged, and continue using HubFit.

Who You Are

You are likely an experienced customer success or account management professional who enjoys helping users succeed and staying close to product usage. You communicate with warmth and clarity, handle sensitive situations calmly, and understand the realities faced by fitness professionals building their businesses. You are proactive rather than reactive, comfortable with uncertainty, and able to create structure where it does not already exist. You also work with a high level of ownership and attention to detail in a fast-paced environment.

Bonus Points

• Experience in fitness or wellness, or prior work in that industry.
• Familiarity with customer success platforms such as ChurnZero, Gainsight, Totango, or Planhat.
• Experience with support tools such as Intercom, HubSpot, or Loom.
• Experience creating educational materials, product videos, or help articles.
• Comfort using AI tools such as ChatGPT or Claude to improve speed and productivity.

Why HubFit

• Work on a product that coaches genuinely value, backed by more than 2,500 five-star reviews and a 4.9-star App Store rating.
• Join early in the company’s journey in a high-impact role that works closely with the founders and helps shape customer success from the ground up.
• Be part of a fast-growing market where online fitness coaching continues to expand.

Benefits

• Fully remote role.
• 20 days of PTO plus public holidays.
• Your birthday is off every year.
• €50 per month internet allowance.
• €50 per month gym allowance.
• €500 home office budget.
• €500 annual learning and development budget.
• Performance bonus.
• Additional benefits may apply.