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It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description
INTRODUCTION:
As a member of our global CX team, you will support Glofox customers in the EMEA region by creating ongoing value and mitigating risks. You will guide customers through their journey post-onboarding, serving as a key resource and escalation point for platform queries. Acting as a trusted advisor and coach, you will ensure customers are set up for continued success. We are looking for an ambitious, customer-centric individual who can work cross-functionally to highlight, prioritize, and seamlessly guide customers through challenges. Your role will involve maintaining high engagement levels and managing blockers along the way. This position is crucial for Glofox in Europe as we scale to meet the needs of our growing customer base. You will have the opportunity to work closely with regional leadership to drive success in the Customer Success function.
WHAT YOU’LL DO:
- Support customers post-onboarding by engaging key stakeholders, conducting platform health checks, aiding in product adoption and usage, and improving retention rates.
- Drive improved results for KPIs including client retention, customer health scores & customer engagement, new feature adoption & risk mitigation.
- Conduct training sessions to ensure customers understand and can effectively use the platform.
- Provide continuous support and assistance to customers and resolve platform queries and issues promptly.
- Identify opportunities to add value for customers through new or existing features.
- Leverage Enablement & Product Marketing materials to support customers with training & product adoption. Harnessing the power of personalised messaging and value proposition to drive interest and adoption of new features.
- Act as a product & industry champion, leveraging known & learned best practices to unblock challenges during the customer lifecycle.
- Work with management to create feedback loops, ensure alignment and drive optimisation between customer success and other departments
WHAT YOU’LL NEED:
- Bachelor’s degree with evidence of high achievement in academics and extracurriculars.
- A total of 5+ years of relevant experience, with 2+ years' experience in SaaS Onboarding, Account Management or Customer Success
- Prior experience in managing an SMB / high volume portfolio of customers (200+) with performance and retention based KPIs
- Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders
- Outstanding organisational, scheduling and time management skills.
- High EQ/interpersonal skills in working with diverse stakeholders and a willingness to strive for positive customer outcomes
- Coachable, self-motivated, curious and resilient
- A natural desire to build meaningful partnerships and seek out solutions for customers
AND IT’S GREAT TO HAVE:
- Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio.
- If you have previously managed a portfolio of customers with retention or expansion KPIs, that would be a huge plus.
- Spanish speaking would be a great compliment to support our Spanish speaking customers
- Finally, prior supervisory or management experience would be fantastic as we are always looking for the next wave of leaders in our organization!
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, we offer flexibility in how and when you take PTO!
- 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!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Monthly reimbursement for your preferred health scheme
- EAP – we get you help when you need it. Period.
- Premium Calm App – 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!
We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
#LI-REMOTE
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
