Customer Success Manager (B2C)

Based in Southern California and around the globe, we are a community where your growth and transformation are celebrated, underpinned by our global acclaim and commitment to reshaping identities through health, fitness, and education. We stand as a beacon of empowerment, helping over 100,000 customers worldwide transform how they view personal strength at any age. We have been recognized among the INC 5000 fastest-growing companies in America in 2022 and 2023 and are continuing our trend of exponential growth as our online platform experiences increasing popularity. Our dedicated team—fueled by core values of ownership, synergy, drive, and passion—delivers a science-backed, comprehensive online coaching program, including our dynamic strength app and custom meal plans created by registered dietitians.

Currently, we are searching for a skilled Customer Success Manager to join our ultra-talented team and grow with us! If you have an analytical and customer-focused mindset and fit the qualifications below, we want to speak with you right away!

1. Strong compensation and benefits listed below
2. Amazing team, work environment, and company culture
3. Great vertical mobility and career growth potential! Future growth would be into Director of Customer Success overseeing all managers on the Customer Success and Support Team.

• Health, Dental, and Vision Insurance
• 401(k)
• Fitness Reimbursement
• PTO

As a Customer Success Manager you will work directly with clients to help solve their problems and ensure their satisfaction while they are going through a program with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

You will be in charge of resolving conflict in a way that is beneficial to both the company and the client.

You are involved in each client’s journey through our program as an extra touch point for them - handling any issues and responding to all feedback and giving that extra support and pick me up when needed.

Tasks/Duties:

• Handle all aspects of customer onboarding, including documentation and process enhancements, to ensure a smooth start to their program
• Review and handle customer complaints and concerns and seek to improve the customer experience
• Conduct regular customer satisfaction surveys to gather feedback and implement strategies to improve our Net Promoter Score (NPS).
• Proactively find opportunities for upsells (such as event tickets), renewals, and provide additional support required to retain clients.
• Develop and enhance the client ascension roadmap to maximize backend and recurring revenue, ensuring a clear path for customer growth and engagement.
• Implement strategies to reduce client churn and enhance the overall customer experience, contributing to long-term business success.
• Establish clear client retention goals
• Process milestones for the clients and employees to work toward

Requirement and Skills:

• Proven experience in customer success or similar role, preferably in the fitness or wellness industry.
• Exceptional communication skills, with the ability to empathize and effectively resolve customer issues.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• A proactive mindset, with the ability to identify and act on upsell and retention opportunities.
• Experience with CRM software and digital communication tools
• A passion for health and wellness with the desire to help others
• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Strong experience with conflict resolution