Senior Customer Success Manager

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 Senior Customer Success Manager, you will be responsible for driving customer value, retention, and growth across a portfolio of enterprise customers. Acting as a trusted advisor, you will build strong relationships with key stakeholders, provide strategic guidance, and help customers maximize the value of ABC's solutions.

This role will support a portfolio of enterprise customers, including a key customer requiring Korean language support. You must reside in Australia and be fluent in both Korean and English.As the primary point of contact for your customers, you will partner with Sales, Product, Support, and other internal teams to advocate for customer needs, resolve complex issues, and deliver successful business outcomes. Ultimately, you are accountable for customer satisfaction, retention, and long-term success across your portfolio.

What You'll Do

- Build trust and long-term relationships with customers and key stakeholders across your portfolio.

- Track and monitor customer account health, identifying areas of concern and opportunities for growth.

- Deliver consistent and meaningful business reviews to key customer stakeholders.

- Partner with customers to develop and execute success plans that drive business outcomes.

- Capture customer success stories and business outcomes to support advocacy and growth initiatives.

- Demonstrate product capabilities, functionality, and potential business outcomes.

- Serve as the primary point of contact for escalated customer issues, coordinating internal resources to drive timely resolution.

- Directly manage escalated support tickets as required.

- Maintain customer and product usage intelligence using CRM and customer engagement platforms.

- Partner with Product to communicate customer feedback, feature requests, and enhancement opportunities.

- Serve as a mentor for new hires and junior team members.

- Participate in cross-functional projects and other initiatives as required.

What You'll Need

- 5+ years of experience in Customer Success, Account Management, or a related customer-facing role supporting enterprise customers.

- Exceptional verbal and written communication skills, with the ability to build trusted relationships across all levels of a customer organization.

- Strong presentation, negotiation, and stakeholder management skills.

- Customer-focused with demonstrated ability to manage complex customer relationships, navigate challenging situations, and deliver positive business outcomes.

- Highly organized with the ability to manage multiple priorities and execute effectively in a fast-paced environment.

- Strong analytical and problem-solving skills, with the ability to interpret customer and business data to drive insights and recommendations.

- Collaborative team player with the ability to build effective cross-functional partnerships.

- Experience using CRM, customer engagement, and project management tools.

- Proficiency in Microsoft Excel.

- Fluency in both Korean and English.

- Fitness industry and/or SaaS experience preferred.

WHAT’S IN IT FOR YOU:

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