Global Head of Customer Success (SMB)

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION: 

As the Global Head of Customer Success, you will play a vital role in ensuring our SMB customers receive exceptional service and support throughout their entire journey with our software. You will be responsible for leading our regional customer team and will support our SMB customers and colleagues within the North America region by developing and implementing strategies to drive customer value, satisfaction, and reduce churn. This position offers an exciting opportunity to help shape the SMB customer success function and make a significant impact on our growing organisation.

The successful candidate will be an ambitious, customer-centric individual who can work cross-functionally to highlight, prioritize and seamlessly navigate the business to deliver positive outcomes for customers. This is a crucial hire for ABC Fitness as we scale up to meet the needs of our growing customer base and organisation. The individual will have the opportunity to work closely with global leadership to drive overall success in the region through the post-sale function.

WHAT YOU’LL DO:    

• Develop and lead a world-class Customer Success team
  • Attract and recruit high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

• Inspire Customer Success Across Company
  • Reinforce company-wide culture of Customer Success
  • Work with Marketing to optimise engagement across the customer lifecycle
  • Advocate client requests with the Product team using data driven insights and trend reporting to influence the product roadmap

• Manage Customer Success Activities
  • Onboarding experience
  • Ongoing product adoption
  • Renewal lifecycle management

• Boosting effectiveness across the Onboarding Journey
  • Ensuring adherence to key metrics & milestones
  • Enhancing team performance through measurement, communication and mentorship
  • Using data to effectively manage customers through key stages across the journey
  • Extracting insights from data and disseminating feedback across different business units to drive optimization

• Drive regional Customer Success outcomes:
  • Increase gross retention rate and reduce churn
  • Optimize regional
  • Improve overall customer satisfaction and health scores

• Support the development of playbooks for key phases of the customer journey including Onboarding, Adoption, Renewal, and Expansion
• Partner with Enablement & Product Marketing to develop existing customer training materials, adapting to new product releases and internal process improvements
• Work with leadership to create feedback loops and ensure alignment and drive optimisation between onboarding and other departments
• Collaborate cross-functionally with sales, product, and marketing teams to align customer success efforts and drive customer adoption and loyalty
• Proactively identify at-risk customers and develop action plans to mitigate churn
• Stay up-to-date with industry trends and best practices across customer success to drive continuous improvement mentality.

WHAT YOU’LL NEED:

• 12+ years of proven experience leading high performing and highly engaged teams – teams withing the fitness/wellness space is preferred
• Proven, strong financial acumen and experience successfully managing a P&L
• Experience of managing team members and customer relationships in multiple geographies, languages and cultures
• Proven ability to develop, build and scale teams while considering succession planning
• Excellent experience in the ideation to the implementing of processes and utilising technology to deliver consistent results to defined KPIs to support the customer lifecycle
• Experience with Salesforce, Slack, and Gainsight
• Knowledge of APIs and fitness technology a bonus
• Familiarity with customer success tools and technologies
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to build and maintain strong relationships with customers
• Exceptional problem-solving and analytical skills
• Demonstrated track record of driving customer satisfaction and retention
• Results-driven with a strong focus on achieving targets and goals
• Self-motivated and able to work autonomously in a fast-paced, dynamic environment

WHAT’S IN IT FOR YOU:  

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset  

• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! 

• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam  

• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!  

• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement  

• Medical/Dental/Vision coverage  

• EAP – we get you help when you need it. Period.  

• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 

• And more! – so many benefits we couldn’t even fit them all here! 

Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S. based candidates for this position is $180,000 -- $200,000 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions. 

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets! 

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION: 
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com  

ABOUT ABC: 

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym. 

 
Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com). 

#LI-REMOTE 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!