About Gains Intermediate

Gains Intermediate is the first private equity backed portfolio that specializes in the health and wellness coaching space. 

Our mission is to help Gym Owners reach more people, change more lives, and build a wildly profitable business through effective coaching, intuitive software and industry leading fitness nutrition. Gains is made up of three business units:

• Gym Launch is an industry-leading provider of coaching programs and business training solutions to help small boutique and health club owners increase revenue, improve profitability, and scale their systems and teams through coaching, content, and community. 
• Prestige Labs is a supplement brand for Gym Owners that provides science backed transformative supplements that people love to take and offers an additional revenue stream through incomparable commissions.
• Gymowners.com is a software built by Gym Owners for Gym Owners to accurately track the most critical business metrics to grow their business and support payment processing for their members with unmatched rates in the industry saving both time and money so they can focus on what truly matters. 

OUR CULTURE:

We believe that our culture is a representation of who we are and is showcased through the values we uphold on a daily basis. At Gains we embody our Core Tenets which are the values we look for in teammates when hiring, firing, and promoting. It’s also the framework we use when making decisions and it showcases why our clients and partners want to work with us. 

• Do The Boring Work
• Speed Is King
• Be Your Own Boss
• Grow Or Die
• Have Humility
• Don’t Sugarcoat
  
  

ROLE:  

Gymowners.com is looking for an experienced Customer Success Manager, you will be pivotal in ensuring our gym-owner clients achieve maximum value and satisfaction with our platform. You will lead clients through the onboarding process, facilitate software adoption, and provide continuous support, all while building lasting relationships. This role combines client success expertise with a passion for fitness and technology, aiming to empower gym owners to optimize operations, increase member engagement, and drive overall business success with our innovative software solution.

To excel in this role, you must be: 

A Proactive Communicator: A natural ability to engage clients regularly, anticipate their needs, and address concerns swiftly to foster trust and rapport. 

Have Tech-Savvy Problem Solving ability: Strong understanding of software and analytics, with the capability to help clients maximize the platform’s features and troubleshoot effectively. 

A Client-Centric Mindset: A passion for helping clients succeed, with a focus on understanding their unique challenges and delivering solutions that align with their business goals.

RESPONSIBILITIES

• Seamless Client Onboarding: Guide each new client through a structured onboarding journey, ensuring they feel confident and knowledgeable about using the software from day one and maximizes adoption.
• High Client Engagement: Proactively connect with clients to drive engagement, answer questions, and offer insights on best practices tailored to the gym management software
• Optimized Software Adoption: Monitor and analyze clients' software usage, and create strategies to increase feature adoption that aligns with their business goals.
• Clear Metrics Achievement: Consistently meet or exceed success metrics, including customer satisfaction scores, retention rates, and reduced time-to-value for new clients.
• Responsive Support: Deliver timely and thoughtful responses to client inquiries, resolving issues and providing effective troubleshooting to ensure a positive user experience.
• Relationship Building: Establish strong, trusting relationships with gym owners by understanding their unique challenges and goals, acting as their advocate within the company.
• Feedback Loop with Product Team: Collect and share client feedback with the product team to influence software improvements and new feature development that address clients’ evolving needs.
• Proactive Problem Solving: Anticipate potential issues and proactively implement solutions to enhance client experience and prevent churn working closely with the product development team to ensure key features and enhancements are developed and bugs are troubleshot and fixed. 
• Tier 1 Prod Support: Effectively act as tier 1 product support for any issues that arise with the client. Being able to effectively troubleshoot between user error with more training needed or bugs within the system and triaging to the product team as needed. 

RESULTS

• Client Onboarding Completion Rate: This metric reflects efficiency in guiding new clients through the onboarding process and setting them up for success. 
• • All clients have their first onboarding call within 1 business day of sign up.
  • 95% of all clients complete onboarding within 4 weeks of sign up. 
• Product Adoption Rate: High adoption rates of core features indicate that clients are realizing value from the platform.
• • Core Feature Usage: 80% of clients are consistently using core or “sticky” features. Currently this payment processing and class scheduling. 
  • Weekly Active Usage: 80% of clients are consistently logging in each week to use the platform in some capacity. 
• Client Retention/Churn Rate: Lower churn and higher retention demonstrate effective relationship building and client satisfaction.
• • Monthly Logo Churn: aiming for 1% or less 
  • Net Revenue Retention: aiming for 110% or more 
• Net Promoter Score (NPS): An indicator of client loyalty and likelihood to recommend the software to others, which can reflect the effectiveness of building client trust and advocacy.
• • NPS of 55+ on a quarterly basis 
• Time-to-Value (TTV): A shorter TTV indicates successful onboarding and early adoption strategies.
• • 90% of clients are processing new payments within 2 weeks of onboarding
• Client Responsiveness: Quick response times and regular communication show commitment to client success and can significantly reduce churn risk by keeping clients engaged and satisfied.
• • First Response Time (FRT): 1-2 hour first response times depending on daily client calls. 
  • Issue Resolution Time: Same business day resolution for all inquiries that do not require another team or department. If other departments are needed see client follow up times below.
  • Client Follow-Up Time: For ongoing issues, follow up at least every 1-2 business days to keep clients informed and show active engagement.
  • Post-Onboarding Check-Ins: After initial onboarding, proactively reach out within 30 days to check on client progress and ensure they’re maximizing the software’s features

REQUIREMENTS

• At least 2 years of professional experience in Customer Success or Client Experience in a SaaS environment, preferably Gym Management SaaS.
• Proven experience building strong customer relationships and efficiently communicating internal and external voices. 
• Efficient with all integrated platforms within the company; Zoho, asana, zoom, slack, Kajabi etc.
• Excellent communication skills, both with clients and cross-departmentally
• Ability to learn quickly and execute at a high level with speed
• Ability to work under high stress and pressing deadlines
• Able to make autonomous decisions of how to handle customers based on company moral/values and set guidelines
• Able to handle difficult conversations regarding upset customers and de-escalate those situations
• Able to work M-F 8 AM-5 PM CST; Must be flexible and able to work additional hours/weekends/holidays if the situation warrants it