Customer Success Manager

About the Role

Join Gymdesk, a leading software platform highly rated (4.8 stars on Capterra) serving gyms, martial arts schools, yoga studios, and other fitness and wellness businesses. We are seeking a Customer Success Manager to collaborate closely with our top small and medium-sized business clients to maximize their value from our technology.

Key Responsibilities

• Engage with 200-400 customers regularly through phone, email, and video meetings
• Drive customer adoption, retention, growth, and advocacy to ensure their overall success
• Create and oversee strategic account and success plans for major clients
• Serve as a trusted advisor to customers, aligning our solutions with their needs and maintaining strong partnerships
• Interpret customer data to facilitate ongoing value-focused discussions such as business reviews
• Proactively resolve issues and manage escalation processes
• Work alongside the VP of Customer Success to enhance customer success frameworks and procedures
• Bridge communication between customers and Product teams to convey user feedback
• Conduct on-site customer visits approximately one to two times each quarter

Requirements

• 3-5+ years in customer success, service, or sales roles within SaaS sectors
• Passionate about championing customer success and satisfaction
• Proficient with sales and conversational techniques
• Strong project management capabilities
• Excellent written and verbal communication skills
• Meticulous attention to detail and organized work habits
• Comfortable using remote work tools such as CRM platforms and Slack
• Adaptable to a dynamic and fast-changing company environment
• Quick learner with the ability to master new software products and become an expert

Compensation and Benefits

• Competitive salary dependent upon experience with additional performance-based bonuses
• 20 days of annual vacation plus 13 national holidays
• Participation in company-provided health insurance plan
• Eligibility for 401(k) retirement savings program