Director of Customer Success - USA

Director of Customer SuccessLocation: Remote (US)Reports to: SVP, US Growth About EnhanceEnhance is rebuilding how personal training is run. Our platform, Enhance Tech, gives multi-club operators the operating system their PT business has never had: live visibility into trainer productivity, session integrity, member engagement and PT revenue, in one place and in real time.We are deployed across some of the largest fitness franchise groups in the United States, working with corporate franchisors and independent franchisees alike. Our roots are operational, not theoretical — the product was built from firsthand experience running personal training at scale. About the RoleEnhance is a SaaS platform built for the gym and fitness industry. We're looking for a seasoned Customer Success leader to own the post-sale relationship with our enterprise gym clients and make sure each one gets real, measurable ROI from the platform. This is a player-coach role. You'll start by leading one Customer Success Manager while personally managing key enterprise relationships, then build and grow the team from there. Our clients work with a high sense of urgency. You'll need the maturity to calm tense situations, set the right expectations, and earn the trust of the people who run personal training and operations across multi-location gym chains. Your number one goal is client ROI: making sure customers use the platform the right way and focus on the work that drives results. Done well, that keeps churn low and renewals high. What You'll DoClient ROI and Value RealizationAgree with each enterprise client on what success looks like and how it will be measured, then own the resultsGuide clients' teams toward the features and workflows that drive business resultsDrive adoption across trainers, PT managers, club leadership, and corporate stakeholdersTurn usage data into clear business-impact stories for clients and for Enhance leadership Retention, Renewals, and Customer HealthOwn gross and logo churn, renewal rates, and net revenue retention across the enterprise bookBuild and maintain customer health scoring, and spot at-risk accounts earlyLead structured recovery plans for accounts that are off trackPartner with Sales on renewal readiness and expansion opportunities Enterprise Relationships and EscalationsServe as executive sponsor for key enterprise clients, building trust with corporate, regional, and PT leadershipSpeak the language of gym operators, and relate credibly to the day-to-day realities of running a PT departmentHandle urgent escalations calmly: de-escalate, reset expectations, and drive issues to resolutionSet clear, realistic expectations with clients at every stage, from onboarding handoff through renewalLead data-backed business reviews and executive check-ins Team Leadership and CoachingLead, coach, and develop the current CSM, then hire and grow the team as the client base expandsOnboard team members who are new to fitness, teaching them how gyms and PT businesses operate and what matters to our client contactsBuild playbooks for onboarding handoff, post-launch engagement, escalations, and ongoing account managementSet the standard for accountability and consistent execution across the team Voice of the Customer and Product PartnershipBuild a structured process to capture client feedback across accountsPrioritize feedback by client impact, revenue risk, and ROI potentialTurn client needs into clear, actionable input for Product, and close the loop with clients on what's shipping and why Cross-Functional Problem SolvingWork with Product, Engineering, Support, Sales, and Operations to solve client problems end to endBring structure and clear next steps to situations that have no playbook yetKeep client commitments in line with what the team can deliver How Success Is MeasuredClient ROI realized against the success criteria agreed with each accountRenewal rate and gross and logo churnNet Revenue Retention (NRR)Customer Health Index and adoption benchmarksTime to value post-go-liveEscalation resolution time and client satisfaction after escalationsQuality and throughput of the client feedback loop to ProductTeam performance, ramp time, and growth What You BringRequired7+ years of experience in Customer Success, Account Management, or post-sales leadership rolesDirect experience in the gym or fitness industry, with the ability to relate credibly to operators and club leadershipHands-on personal training experience (as a trainer, PT manager, or in PT department leadership) and a solid understanding of how personal training businesses run inside gym chainsUnderstanding of how SaaS products are adopted and used in the fitness industryProven experience managing enterprise or multi-location customersExperience leading, coaching, or mentoring team members, including people new to the industryDemonstrated ability to de-escalate high-urgency client situations and set realistic expectationsTrack record of improving retention, adoption, and renewalsExcellent executive-level communication and stakeholder managementCalm under pressure, comfortable with ambiguity, and a player-coach mindset: happy to own accounts personally while building the team Nice to HaveExperience with gym management, member management, or fitness technology platformsExperience supporting complex implementations or phased rollouts across many locationsExperience building a Customer Success function from an early stageFamiliarity with CS and support tools (e.g., Notion, Jira, Google Workspace, AI tools)Experience leading distributed or international teams How Your Time Is SpentTask and % of Time Spent:Client ROI and value realization: 25%Retention, renewals, and customer health: 20%Enterprise relationships and escalations: 20%Team leadership and coaching: 15%Voice of the customer and product partnership: 10%Cross-functional problem solving: 10%Total: 100% BenefitsMedical insurance401(k)Paid time off, paid sick leave, and paid public holiday as per the company policy