Customer Success Manager

Description:

We are seeking a proactive, strategic, and experienced professional who thrives in a fast-paced environment and is ready to take the lead. The ideal candidate is someone who possesses a growth mindset, strong leadership skills, and a passion for enhancing the customer journey, reducing churn, and driving growth. If you are driven, take ownership of challenges, and want to make a real impact, we want to hear from you.

Position Summary: PTD Fitness is seeking an experienced Customer Success and Retention Manager to lead our customer success initiatives and drive company growth by improving the client journey and reducing churn. This role requires a growth mindset, strong ownership mentality, eager to lead our customer success initiatives and drive company growth by achieving key performance indicators (KPIs). We are looking for a senior-level professional who is motivated, strategic, and passionate about enhancing the entire customer journey. You will take full responsibility for designing and optimizing the client journey, overseeing client onboarding, engagement, and retention strategies, all with a focus on enhancing the customer experience and supporting company growth. Your primary goal will be to reduce client churn from 15% to 5%, increase client satisfaction, and ensure each client receives a personalized, premium experience. You will oversee the entire client journey, making sure every interaction with PTD Fitness adds value and strengthens relationships. You will also be responsible for training and leading an additional team member focused on customer success, ensuring consistent and impactful client experiences throughout their journey. We are deeply committed to creating the best possible client experience, and we need a dedicated professional who is passionate about customer success, client happiness, and driving continuous improvement.

Role Overview:

As the Customer Success and Retention Manager, you will lead our efforts to deliver an exceptional client experience at every touchpoint. You will be responsible for driving retention, optimizing the client journey, and ensuring every client feels valued and motivated. Your goal will be to reduce client churn from 15% to 5%, create impactful client relationships, and enhance the overall customer experience.

Key Responsibilities:

Client Onboarding & Customer Journey Management

Welcome new clients and guide them through a seamless onboarding process, ensuring they feel excited and confident about their fitness journey with PTD Fitness.
Design and manage personalized six-month journeys for clients, incorporating regular check-ins, goal-setting, and tailored fitness advice to keep them engaged and on track.
Lead and train another team member to support onboarding and customer journey processes.
Multiple Touchpoints for Engagement

Develop and implement various touchpoints to engage clients using a range of methods, including in-person, phone, WhatsApp, and email, ensuring they feel valued and supported throughout their journey.
Create a system for regular and proactive communication to ensure clients always feel prioritized.
Client Relationship Building

Build strong, meaningful relationships with clients by understanding their individual fitness and lifestyle goals, offering personalized advice on fitness, nutrition, and biohacking.
Develop initiatives to celebrate client birthdays, milestones, and achievements.
Retention & Referrals

Create and implement strategic initiatives to keep clients engaged, reduce churn, and drive referrals through exceptional customer experiences.
Utilize AI tools to enhance client engagement and streamline retention processes.
Develop systems that reduce churn, improve customer connections, and foster positive relationships with our brand.
Data Analysis & Client Health Metrics

Monitor and report on client health metrics and progress, ensuring clients are staying on track towards their goals.
Analyze client data to identify churn risks and develop proactive strategies to mitigate these risks.
Measure and improve client satisfaction using score-based feedback tools and actionable insights.
Collaboration & Trainer Coordination

Work closely with personal trainers to align on client progress, adjust programs when needed, and ensure that trainers are equipped to deliver a best-in-class client experience.
Train, mentor, and manage one additional team member to support customer retention efforts.
Client Advocacy & Crisis Management

Turn satisfied clients into brand advocates by nurturing relationships and creating positive experiences.
Manage and resolve client complaints swiftly, ensuring each concern is handled with empathy and professionalism.

This Role Is Not for You If:

You are not passionate about helping clients achieve their fitness goals and providing exceptional experiences.
You struggle in fast-paced environments or lack a proactive attitude.
You prefer working alone and lack interest in collaboration and team growth.
What We're Looking For:

We are looking for someone with a proven track record in client success, retention, or a similar role. You should be a strong relationship-builder, an excellent communicator, and passionate about using data to create personalized and meaningful client journeys.

Qualifications:

Proven track record in Customer Success, Retention Management, or a similar role, with demonstrated experience in leading retention initiatives.
Strong leadership skills with experience training and leading team members.
Excellent relationship-building, communication, and interpersonal skills.
Highly organized with strong project management skills and an ability to manage multiple priorities.
Innovative and proactive thinker with a passion for client success.
Experience in developing and executing retention and referral strategies.
Proficient in CRM software and familiar with operational tools and systems like Ops, with a passion for using AI to enhance client engagement and streamline processes.
Positive attitude, aligned with our core values, and eager to contribute to our mission.