Customer Success Manager

FLiiP is revolutionizing fitness business management through our all-in-one SaaS platform. As a seed-stage startup, we've recently raised over 4 million CAD and are scaling rapidly, aiming to 4x our growth over the next two years. We serve gyms, yoga studios, martial arts centers, and other fitness businesses with powerful software solutions that streamline operations and improve customer management. We're part of the Google for Startups Accelerator and backed by top investors.

We're seeking a proactive Customer Success Manager to drive customer retention, expansion, and advocacy. This is a founding CS role where you'll build relationships with our fitness industry clients, ensure they achieve their business goals using FLiiP, and contribute to our rapid growth trajectory. You'll work closely with sales, product, and support teams to deliver exceptional customer experiences.

• Guide new clients through the onboarding steps while transitioning from their previous software to FLiiP
• Identify opportunities for account expansion and revenue generation within our customer base
• Advise customers on how to improve their performance and their return on investment
• Clearly communicate the benefits of new product features and ensure customers adopt them quickly
• Work closely with our product and engineering teams to resolve issues
• Work collaboratively with clients to help them fully understand our value and achieve results

• 3-5 years of customer success, account management, or client-facing experience
• Bilingual - French/English (written and verbal) with a preference for english native speakers
• Experience in B2B SaaS or technology environments
• Proven track record of managing customer relationships and driving retention
• Analytical mindset with ability to interpret customer data and usage metrics
• Self-motivated with excellent organizational and project management skills
• Experience in fitness, wellness, or related industries is an aset

Personal Attributes

• Proactive Builder: Takes initiative and drives improvements independently
• Data-Driven: Uses metrics to inform decisions and measure success
• Team Player: Collaborative approach with strong cross-functional skills
• Relationship-Oriented: Builds trust and meaningful connections with clients
• Curious & Quick Learner: Adapts quickly and embraces new challenges
• Resilient & Adaptable: Thrives in fast-paced startup environment
• Positive Attitude: Maintains optimism and grows with feedback