Customer Success Lead

About the Role

As our Customer Success Lead, you'll build and lead our customer success function from the ground up. You'll work with gym partners and enterprise clients to ensure they get maximum value from SPECLO. This is a founding role with significant growth potential as we scale our B2B business.

What You'll Do

• Onboard and train new gym partners on the SPECLO platform
• Build relationships with key accounts and ensure high retention
• Develop customer success playbooks and processes
• Gather customer feedback and work with product on improvements
• Track and report on customer health metrics
• Hire and mentor customer success team members

Requirements

• 5+ years of experience in customer success or account management
• Experience building customer success processes from scratch
• Strong relationship-building and communication skills
• Data-driven approach to measuring customer health
• Experience with CRM tools (HubSpot, Salesforce)
• Ability to work independently in a fast-paced environment

Nice to Have

• Experience in fitness, wellness, or SaaS industries
• Background working with gym or studio operators
• Experience with customer success platforms (Gainsight, ChurnZero)
• Knowledge of gym equipment and fitness technology