Manager, Customer Success

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. ROLE INTRODUCTION The Manager of Customer Success leads a portfolio of high-value enterprise customers, serving as the primary strategic partner to executive stakeholders. This role drives long-term customer value by aligning customer priorities with internal teams to deliver measurable outcomes, sustained growth, and strong net revenue retention (NRR). This leader builds trusted executive relationships, identifies opportunities to improve customer performance, and partners cross-functionally with Product, Support, Sales, and other teams to ensure successful execution. In addition to owning renewals, expansion, and overall account health, this role leads and develops Customer Success Managers (CSMs), removes obstacles, and ensures customers consistently realize value from their investment. The ideal candidate is strategic, customer-focused, commercially minded, and able to lead confidently through change. WHAT YOU'LL DO Strategic Account Management Build and maintain strong, trusted relationships with key enterprise customers and executive stakeholders, serving as a trusted advisor Develop a deep understanding of customer business goals, challenges, and success metrics Act as the primary advocate for customer needs across the organization Anticipate account risks, changes, and opportunities, and proactively drive improvement plans Lead regular customer engagements including weekly/monthly touchpoints and Quarterly Business Reviews (QBRs) Commercial Ownership & Growth Own the commercial success of assigned accounts, including renewals, contract negotiations, and expansion opportunities Drive net revenue retention (NRR) through upsell, cross-sell, and retention strategies Support enterprise sales efforts through product demos, strategic deal support, and business development initiatives Execution & Delivery Ensure on-time, on-spec, and on-budget delivery of commitments to customers Manage complex projects across customer and internal teams to successful completion Lead resolution of critical incidents, acting as project manager until full resolution is achieved Deliver clear, executive-level communications to account leadership and franchise stakeholders Product & Industry Expertise Develop and maintain deep product knowledge across the ABC Fitness ecosystem Provide strategic guidance on product adoption, optimization, and best practices Translate customer business needs into product solutions and actionable feedback Maintain deep understanding of enterprise customer business models, operational structures, and industry position Leverage knowledge of fitness industry trends, franchise models, and competitive landscape to inform strategy Cross-Functional Collaboration Partner with Engineering, Product, Sales, Support, and Finance to align on customer priorities Coordinate internal resources to ensure seamless execution and customer success Advocate for product and process improvements based on customer insights Create and present data-driven business cases for new feature development and roadmap prioritization Leadership & Team Development Lead, mentor, and develop Customer Success Managers (CSMs) Build team capability in strategic account management, project execution, and customer engagement Develop and execute growth plans aligned to individual and business objectives Facilitate internal enablement and knowledge-sharing across teams Data, Reporting & Insights Analyze customer data to drive strategic decision-making and performance improvements Track and report on account health, progress, and key success metrics Deliver executive-level reporting on performance, goals, and strategic initiatives Contribute to case studies and internal best practices Travel & Industry Representation Travel as needed to support on-site customer engagements, executive meetings, and key account initiatives Represent ABC Fitness at customer events, industry conferences, and partner engagements Strengthen relationships and promote brand value through in-person interactions and thought leadership WHAT YOU'LL NEED Communication & Executive Presence Exceptional communication and presentation skills, with the ability to influence executive stakeholders Strong facilitation skills across QBRs, strategic reviews, and high-impact discussions Ability to communicate clearly and confidently in complex or high-pressure situations Interpersonal & Customer Management Proven ability to build trust and operate as a trusted advisor Experience managing complex enterprise relationships and multiple stakeholders Strong organizational and prioritization skills Composed and solutions-oriented under pressure Leadership Demonstrated success leading and developing high-performing teams Ability to influence cross-functional teams without direct authority Experience building collaborative, accountable team environments Analytical & Strategic Thinking Strong analytical skills with the ability to interpret customer and revenue data Ability to translate insights into actionable strategies and business outcomes Experience developing data-driven business cases Operational & Project Management Proven experience leading complex, cross-functional initiatives Ability to manage multiple priorities and deliver against deadlines Tools & Systems Experience with CRM platforms (e.g., Salesforce or similar) Proficiency in project management tools (e.g., Asana or similar) Advanced Microsoft Excel skills and broader Microsoft Office proficiency Experience using data and tools to drive reporting and insights Education & Experience Bachelor’s degree required 8+ years of experience in Customer Success, Account Management, or a related field, preferably in a SaaS or enterprise environment Experience managing enterprise-level accounts and complex customer relationships Prior experience leading or mentoring customer-facing teams preferred Language Must speak both Polish and English Compensation for this role will be determined based on a variety of factors, including relevant experience, qualifications, skills, geographic location, and market considerations. The anticipated compensation range for this position is - zł200,000 - zł250,000 PLN- annually. In addition to base compensation, eligible employees may be offered other forms of compensation, such as bonuses, commissions, equity, or other incentive programs, where applicable. Compensation and benefits may vary by location and are subject to applicable legal, business, and market requirements. 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, you pick when you want time off when it’s best for you! 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! Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement. Discounts – access to discounts with our partners, such as Dell, Microsoft & many more. Medical/Dental/Vision coverage. EAP – we get you help when you need it. Period. Calm App +4 – 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 . 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 #LI-REMOTE