Customer Success Manager

Company Description

Daxko powers wellness to improve lives. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful. 

Job Description

As a Customer Success Manager at Daxko, you will build and maintain strong relationships with customers, ensuring they achieve their desired outcomes through effective utilization of Daxko’s products and services. You will play a proactive role in driving customer satisfaction, customer retention, and customer growth by monitoring customer health, providing consultative service, and identifying opportunities for success. The ideal candidate is a strategic, customer-focused professional who excels at delivering exceptional customer experiences, identifying growth opportunities, and solving challenges with a consultative mindset. 

At Daxko, we are dedicated to empowering our customers through innovative products and services. As a key member of our team, you’ll have a direct impact on customer success, satisfaction, retention, and continued growth. 

You will also:

• Serve as the trusted advisor for assigned customers, building strong relationships and acting as their primary contact for all product-related needs. 
• Proactively conduct regular check-ins to assess satisfaction, address concerns, and provide ongoing service. 
• Understand customer pain points, goals, and business objectives to ensure alignment with Daxko’s products and services. 
• Monitor customer engagement and address potential challenges before they escalate, offering timely solutions. 
• Conduct product training sessions, share best practices, and provide guidance to optimize product usage and drive adoption. 
• Identify and manage subscription renewals while exploring opportunities to upsell additional features or services to increase customer value. 
• Track and analyze customer health metrics such as churn rate, Net Promoter Score (NPS), and product adoption to measure success and areas for improvement. 
• Partner with Sales, Service, and Product teams to communicate customer feedback, resolve escalations, and contribute to product development. 
• Provide regular reports on customer health, satisfaction, and success metrics to inform internal stakeholders and strategic initiatives. 
• Identify opportunities for customers to expand or upgrade their services, aligning recommendations to their goals for maximum impact. 

Qualifications

What You Bring

• A passion for helping others succeed and a customer-first mindset.
• Strong communication and interpersonal skills - you’re someone who builds trust quickly and communicates with clarity and empathy.
• A strategic, consultative approach - you think several steps ahead and connect the dots to find win-win solutions.
• Confidence in interpreting data and trends to guide decisions and improve outcomes.
• A knack for organization - you juggle multiple priorities without dropping the ball.
• Technical acumen and the ability to quickly learn and support complex software solutions.

Required Qualifications:

• Bachelor's degree in Business, Communications, Marketing, or a related field—or equivalent experience.
• 4+ years of experience in a customer-facing role such as Customer Success, Account Management, or Professional Services.
• Experience with one or more of our platforms: ReClique Core, Daxko Operations, Spectrum, Club Automation, Zen Planner, or Motionsoft.
• Familiarity with CRM and customer success tools like Salesforce, Gainsight, or similar platforms.

Preferred Qualifications:

• Previous experience in the fitness, wellness, or SaaS space.
• Knowledge of customer success strategies including retention, customer health, and risk mitigation.

Additional Information

The pay range for this role is $46,000 - $105,000 per year. Where you fall within the pay range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. In addition to base salary, we offer a comprehensive benefits package, performance-based incentives, and opportunities for growth.

#LI-Hybrid

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, and benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:

🏝  Flexible paid time off 
⚕️ Affordable health, dental, and vision insurance options
💪  Monthly fitness reimbursement
🤑  401(k) matching
🍼  New-Parent Paid Leave
👖  Casual work environments
🏡  Remote work

All your information will be kept confidential according to EEO guidelines.