Customer Success Manager (On-Site; West Palm Beach, Florida)

Join ABC Fitness and become part of a culture that's as ambitious as it is authentic. Let's transform the future of fitness—together! Our Values Best Life We believe great work begins with great people. That's why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact. Growth Mindset We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally. One Team From day one, you'll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive. As a Customer Success Manager, you will be managing relationships with many of our fastest-growing customers—driving adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio. Your strength as a natural communicator will enable you to build strong relationships with both customers and colleagues to deliver success for all. When you are not managing customer outcomes, you will be sharing your experiences, learning from others, and developing innovative approaches to drive success and continuous improvement. This role is a dedicated onsite Customer Success Manager position at a customer location in Florida, requiring consistent in-person engagement to drive partnership success and outcomes. WHAT YOU'LL DO: • Work closely with customers to understand their business goals and objectives, ensuring ABC's solutions are embedded into their teams' daily workflows, generating positive ROI, and increasing lifetime customer value for ABC Fitness • Serve as a trusted partner to customers on use cases and product functionality • Create customer-facing deliverables (presentations, business process enhancements, strategy recommendations, reporting, and updates) tailored to a diverse set of stakeholders, from senior executives to end users • Establish strong relationships with decision-makers and key influencers within each account in your portfolio • Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI • Forecast, identify risk, and maintain strong renewal rates while driving expansion in partnership with the Account Executive team • Clearly communicate and manage risk, proactively resolving issues while minimizing customer churn • Partner closely with customers and internal teams to maintain visibility into product performance and customer feedback • Build customer advocates who will serve as references and share success stories in ABC events and content • Ensure a strong internal closed-loop process for all customer projects and inquiries, including adherence to quoted timelines • Maintain a clear understanding of portfolio metrics, including Health Score, Net Promoter Score (NPS), CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate WHAT YOU'LL NEED: • 3+ years of experience in Customer Success, Relationship Management, Account Management, Management Consulting, or a similar role • Exceptional communication skills; highly organized, collaborative, and detail-oriented • Experience building and maintaining relationships while mitigating churn and driving engagement and renewals • Strong understanding of Customer Success principles, best practices, and execution strategies • Ability to engage with C-level executives to drive program strategy and ROI • Ability to create structure in ambiguous situations • Empathetic, positive mindset with a desire to help customers achieve their goals • Strong attention to detail and accuracy • Self-motivated, enthusiastic, and proactive with a "can do" attitude • Ability to operate effectively in a fast-paced, changing environment • Strong leadership and cross-functional collaboration skills • Experience working cross-functionally (e.g., Sales, Product, Marketing, Support) Important: On-site position in West Palm Beach, Florida. 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 $69,000 - $79,000 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. 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! At ABC Fitness, we don't just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don't meet every requirement. ABC'S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:  ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn't just the right thing to do—it's a business imperative. Learn more at abcfitness.com About ABC Fitness ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients. From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com #LI-REMOTE Our employees are encouraged to be pro-active in expressing their ideas and contributing to the company's future. We have achieved this through constant pursuit of new developments and innovations in an exciting team environment. Likewise, ABC contributes to our employees' futures. In addition to our outstanding employee benefits, employees also receive training on an on-going basis allowing them to develop their strengths and move up in the company.