TL;DR
Customer Success Manager (SaaS): Managing SMB accounts to maximize customer investment value and drive software adoption, ensuring customers realize value from ClassPass software. Focus on monitoring customer health, proactively addressing churn threats, and identifying opportunities for account growth through upselling and software optimization.
Location: No location specified.
Company
ClassPass offers fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles through their platform.
What you will do
- Drive customer engagement and maximize value through software adoption and training programs.
- Manage the health and success of SMB customers using a digitally enabled model.
- Leverage customer health metrics to prioritize outreach and mitigate churn risks.
- Identify growth opportunities through upselling, expansion, and software optimization.
- Collaborate with cross-functional teams to communicate customer success factors and drive product enhancements.
- Manage customer relationships at all levels and handle escalations independently.
Requirements
- Bachelor’s Degree or equivalent work experience.
- Three (3) years of experience in customer success, sales, or account management.
- Ability to quickly learn the ClassPass platform and translate that knowledge to customer needs.
- Excellent communication skills, both verbal and written.
- Excellent time management and organizational skills.
- Working knowledge of Salesforce and/or Gainsight is preferred.
Nice to have
- Prior work experience in a SaaS environment.
- Experience working in a Fitness, Integrative Health, Spa, or Salon business.
- Prior work experience in a sales-related role.
Culture & Benefits
- The Company is an Equal Opportunity Employer valuing diversity and inclusion.
- Encourages people of all different backgrounds, experiences, abilities and perspectives to apply.