Customer Success Manager (Fitness Industry)

As a Customer Success Manager, your role is to create the best client experience possible bridging the gap between our sales, support and coaching teams. Your primary goal will be to enhance our customer satisfaction and loyalty, leading to increased retention and revenue growth.

As a Customer Success Manager you will work directly with clients to help solve their problems and ensure their satisfaction while they are going through a program with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

You will be in charge of resolving conflict in a way that is beneficial to both the company and the client.

You are involved in each client’s journey through our program as an extra touch point for them - handling any issues and responding to all feedback and giving that extra support and pick me up when needed.

You will also lead the quality assurance activities for the Coaching Department, ensuring that communication of client’s needs are passed to the appropriate team members. 

Tasks & Responsibilities

• Customer Success Manager
• Review and handle customer complaints and concerns and seek to improve the customer experience.
• Maintain Customer Cancelation Matrix.
• Manage the regular customer satisfaction surveys on a daily basis to gather feedback and lead the necessary resolution, including calling the client to resolve their concerns.
• Implement strategies to improve our Net Promoter Score (NPS), reduce client churn, and enhance overall customer experience. 
• Track all customer success metrics.
• Proactively find opportunities for upsells (such as event tickets), renewals, and provide additional support required to retain clients.
  
• QA Responsibilities
• Perform recurring QA checks of all coaches, with the assistance of the coach managers.
• Manage the Red Alert Protocol - any negative feedback from any source is investigated and communicated with the appropriate manager. Communicate directly with the client to resolve any concerns that have been brought up in the QA process. 
• Track QA metrics for all coaches and deliver them to management

• Testimonial & Reviews Responsibilities 
• Ask clients for Reviews when you see a success story in your daily work. Prompt coaches to ask for Reviews from their clients. 
• Maintain the organization of client testimonials and reviews.
• Provide reachouts for client approval to use their testimonial.
• Distribute reviews and testimonials to the appropriate channel (sales, coaches, website, social media, etc.)
  

About Redefining Strength

​Our mission at Redefining Strength is to empower everyone to redefine their personal strength at any age. That mission goes beyond goals.  Redefining Strength provides clients with a science-backed personalized approach that not only supports their health and fitness journey but also empowers clients through education. Our team of experts take an individualized approach with each client to help them build habits that seamlessly become part of their lifestyle, ultimately reshaping their identity and how they feel about themselves.  

Our core values are ownership, synergy, drive and passion!  

Our headquarters are in Mission Viejo, California but we serve clients all over the world.

Organization Accomplishments:

• 100,000+ customers served
• Ranked on the INC 5000 fastest growing companies in America in 2022 and 2023
• Featured in Women's health, Self, Insider, Elite Daily, Livestrong and more
• Voted a top 10 home workout program by The Guardian
• 1.5 Million + Followers Across Social Media Channels

Requirements

• Proven track record with client success conversations and retaining clients, specifically how to take clients through change management, overcoming objections, and providing solutions. Preferably in the fitness or wellness industry.
• Problem-solving skills
• Excellent communication and interpersonal skills to effectively communicate with clients, with the ability to emphasize and effectively resolve customer issues. Excellent communication to provide feedback (externally and internally), and support to coach teams.
• Strong organizational skills with the ability to manage multiple tasks simultaneously, adapt to changing priorities, and attention to detail for maintaining accurate records and tracking.
• A proactive mindset with the ability to identify and act on upsell and retention opportunities.
• A passion for health and wellness with the desire to help others. Knowledge of coaching methodologies: workouts and nutritional macro requirements is a plus. 
• Strong experience with conflict resolution and proven experience as a Customer Success Manager or related role.  
• Proficiency in using technology, CRM software, and other software applications.
• A dedication to continuous learning and professional development in coaching practices and industry trends.

Benefits

• Salary: $70k + $15k target bonus
• Benefits Package: 
• Medical, Dental, and Vision 
• After 90 Day Review: 401(K) Plan
• Quarterly Fitness Reimbursement up to $100/ month
• Paid Holidays and Paid Time Off