FreshRemote.Work

Customer Success Manager

Remote, OR, United States

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

You’ll join our Fitness & Wellbeing vertical where we’ve brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets like the US, Canada, UK, Europe, Japan, Australia and New Zealand.

About the opportunity

We are looking for a Customer Success Manager dedicated to our SMB businesses to help secure the long-term success of our 1-3 location clients. You will provide support throughout their entire life cycle including onboarding, training, renewal, upsell and adoption through 1:many campaigns. This role is essential to ensuring our clients receive a best-in-class experience and opportunities to further develop their business. Reporting to the Manager of Customer Success, you will build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives. You will drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities.  

Responsibilities:     

  • Manage a portfolio of SMB accounts, focusing on retention, churn prevention, and growth opportunities. 

  • Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio. 

  • Execute scalable nurture campaigns to enhance product adoption and accelerate time to value. 

  • Act as a product expert for Xplor MarianaTek, providing creative solutions, driving adoption, and managing change. 

  • Address and document client challenges, resolve product issues, and escalate as needed to ensure satisfaction. 

  • Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention. 

  • Collaborate across internal teams, including Support, Product, Finance, and Sales, to drive customer success. 

  • Contribute to building best practice guides and process documentation to improve efficiency. 

  • Stay informed on industry trends and client needs …

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