Role Description
We’re looking for someone on a 1 year fixed term contact to be a key member of our Global Retention team, focusing on preventing churn and managing risk within the SMB customer base. This is a highly commercial, retention‑focused role where you will run targeted save motions, negotiate renewals, and close commercial conversations.
You will act as the primary point of contact for escalations, removing blockers that threaten renewal, and clearly articulating the value of the platform to secure ongoing commitment. Operating in a commercially driven role within Customer Success, you will manage a risk pipeline, execute outreach sequences, handle objections, and influence decision‑makers to retain revenue.
This role is critical to ABC’s growth and offers the opportunity to shape our retention strategy while directly impacting revenue performance.
What You’ll Do
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Handle objections, influence decision‑makers, and lead commercial conversations with confidence.
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Act as the primary escalation point, resolving blockers quickly to protect renewal likelihood.
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Execute a variety of save strategies for at‑risk customers with a focus on persuasive value messaging to retain accounts.
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Position clear, compelling ROI to SMB owners and decision‑makers who need quick, practical reasons to stay invested.
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Collaborate cross‑functionally with Support, Product, and Operations to remove friction and improve customer experience.
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Use tools such as email and phone to drive engagement to realign on value, address adoption or service gaps, and stabilize commercial outcomes to support a clear path forward.
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Act as a product & industry champion, leveraging known & learned best practices to unblock challenges.
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Work with management to create feedback loops, ensure alignment and drive optimisation between customer success and other departments.
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Hit and exceed target KPIs centred around engagement and retention.
Qualifications
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Bachelor’s degree with evidence of high achievement in academics and extracurriculars.
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A total of 3+ years of relevant experience, with 2+ years' experience in SaaS Account Management, Customer Success or Sales.
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Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders.
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Outstanding organizational, scheduling and time management skills.
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High EQ/interpersonal skills in working with diverse stakeholders and a willingness to strive for positive customer outcomes.
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Coachable, self-motivated, curious and resilient.
Requirements
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Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio.
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If you have previously worked within the SMB segment or managed a high-volume customer portfolio with retention, KPIs.
Benefits
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Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset.
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Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
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Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam.
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Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
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Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.
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Monthly reimbursement for your preferred health scheme.
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EAP – we get you help when you need it. Period.
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Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
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And more! – so many benefits we couldn’t even fit them all here!
