Customer Success Manager

Join our Fitness & Leisure vertical as a Customer Success Manager on a 12-month fixed-term contract covering a period of maternity leave and looking after one of our key customers.

This is an opportunity to make a real impact every day. We believe every conversation we have every solution we deliver and every customer interaction is an opportunity to enrich our customers experiences and help their businesses thrive.

While this role is initially a leave cover there is potential for the role to become permanent at the end of the contract creating an exciting opportunity to grow your career with us.

Youll join our Fitness & Leisure vertical where weve recently brought together our Boutique Wellness and Health & Fitness business to form a single global vertical that serves clients around the globe in key markets like the US Canada UK Europe Japan Australia and New Zealand. We have market-leading software products like Xplor Gym (Membr) Mariana Tek TrueCoach Clubware Resamania and Xplor Recreation designed to help our clients manage and grow their business. 

Reporting into the Regional Director APAC youll be responsible for managing existing customers and generate new leads for potential new customers. This position supports customers nationally and as such you may be required to travel to service them. This opportunity would suit someone that has worked in the Health & Fitness Industry that has Account Management and/or Sales experience. 

Some of the other responsibilities include: 

• Responding to all of your customers queries in a timely efficient and courteous manner.
• Making pro-active account management phone calls and onsite visits to ensure that your customers are receiving the maximum benefits from our payments and software
• Demonstrating the benefits of payments and software and the value added service we are providing
• Providing analysis and recommendations to your clients to improve their business practices
• Providing training to new and existing clients via Teams and in person
• Resigning existing clients once they come out of contract
• Creating and analysing monthly reports - for use both internally and externally
• Building and maintaining strong working relationships with your customers 
• Working with the Growth Account Manager to identify candidates to migrate from Clubware to Xplor Gym by performing demos and deep dives
• Understanding the customers business to up-sell products and increase software MRR
• Renewals and contract negotiations

For this position we offer a hybrid and flexible working model where you will spend 1-2 days per week in the office and the rest working from home.

Qualifications :

What would make me a good candidate

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work resonate with our four core values have a positive outlook are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers people who can be both tactical and strategic aim high and put people first in everything they do.

Required qualifications for this role:

• Entry level Account Management experience or 1-2 years Customer Services experience
• Ideally you will have worked as a Club Manager or have experience running a gym/fitness club.
• You are familiar with Direct Debit payments and various Club Management Systems.
• It would be desirable if you have used Debitsuccess and/or Clubware or similar in a previous role.
• Passion for the fitness & wellbeing industry.
• Not afraid to pick up the phone and call.
• Target driven self motivated and goal orientated.
• A high level of computer literacy would be ideal as would a knowledge of Excel and Salesforce.

At Xplor we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures generations disciplines and lived experiences. So even if you think you do not tick all the boxes we still encourage you to apply.

Additional Information :

What does it mean to work for Xplor

Our four core values - Make life simple Build for people Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative team environment with people who truly love what they do
• Gender Neutral Paid Parental Leave benefit programs
• Unlimited access to Linked in learning 10% of your time devoted to growing you and your career and further support to help you grow
• Access to mental health support
• Flexible work arrangements 

How to apply

To start your application with us please submit your CV and a cover letter and well be in touch as soon as we can. Please include the word moonshot at the top of your cover letter so that we know you really took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process via

Before you apply

To be considered for employment you must be legally authorised to work in Australia. This applies to remote roles too as we can only employ people who reside within Australia. Xplor does not sponsor visas either at the time of hire or at any later time. Were also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Please apply through our careers portal or external job boards only. Were unable to upload emailed applications as our process requires you to answer screening questions directly.

We also invite you to check out our Candidate FAQs for more information about our recruitment process Recording and Background Checks

As part of our hiring process successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote and to protect both candidates and our business from recruitment fraud we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting retaining and developing our people regardless of gender identity ethnicity sexual orientation disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We make it a priority to respond to every applicant.

Remote Work :

No

Employment Type :

Full-time