Customer Success Manager - USA

About Enhance

Enhance 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.

Role Summary

This role owns what happens on the ground inside our client accounts: whether managers actually use the platform, whether trainers are logging sessions correctly, whether the numbers in the dashboard match reality, and whether problems get solved before they turn into escalations.

You will work directly with club General Managers, PT Managers and regional operations leaders across assigned accounts — training them, holding them to a cadence, and making sure the operating disciplines our platform enables actually take hold.

This role suits someone who has run clubs or PT teams and wants to move into technology without losing contact with the floor. It is a genuine path toward account ownership.

Core Responsibilities

1. Club & Regional Relationship Management

• Be the operational point of contact for club GMs, PT Managers and regional leaders across assigned accounts.
• Hold a consistent cadence — regular check-ins with each club or region, with agenda, follow-ups and accountability.
• Know your accounts by name and by number. You should be able to say which clubs are strong, which are slipping and why, without opening a report first.
• Build genuine trust with operators so that problems reach you early, while they are still small enough to fix quietly.

2. Training, Enablement & Adoption

• Deliver onboarding and ongoing training for managers and trainers, remotely and on site.
• Drive adoption at the user level — track who is using what, identify where usage is thin, and intervene with targeted coaching.
• Maintain enablement materials — SOPs, quick guides, walkthroughs, release notes — and keep them current as the product changes.
• Coach on the operating disciplines behind the tool: session acknowledgement, utilisation management, PT sales cadence and pipeline hygiene.

3. Onboarding & Launch Execution

• Execute assigned launch workstreams — account setup, data checks, user provisioning, training schedules and go-live support.
• Run readiness checks ahead of go-live and flag anything that threatens the date early and clearly.
• Provide hands-on support in the first weeks after launch, when adoption is won or lost.

4. Performance Monitoring & Reporting

• Own routine reporting for assigned accounts — usage, PT KPIs, session integrity, adoption — on a predictable schedule.
• Check the data before it goes out. Spot discrepancies, investigate the cause, and raise them internally rather than letting a client find them.
• Prepare the inputs for business reviews — pull the numbers, build the pack, draft the narrative.
• Flag trends and risks early — declining usage, trainer turnover, a club that has quietly stopped following the process.

5. Issue Resolution & Internal Coordination

• Triage and resolve client issues, working with Support, Product and Data to close them out.
• Own the follow-up loop. Nothing is finished until the client has been told it is finished.
• Escalate with judgement — know what you can solve, what needs to go up, and how to package it so it can be acted on immediately.
• Capture product feedback in a structured, evidence-backed form so it can be prioritised with Product.

Requirements

Essential

• 3–5 years in fitness operations — club General Manager, PT Manager, Fitness Manager or multi-club supervisor level.
• Direct experience managing trainers and accountability for personal training performance.
• Solid grasp of PT KPIs — session utilisation, trainer productivity, PT penetration, retention — and what actually moves them.
• Confident training and coaching adults, including managers more senior than you.
• Comfortable in data — able to read dashboards, pull and sense-check reports, and work in spreadsheets without hesitation.
• Strong written communication — clear recaps, clean follow-ups, no ambiguity about who owes what.
• Highly organised across multiple accounts and parallel threads.
• Willing to travel to client markets as launches and account needs require.

Nice-to-Have

• Experience with fitness management systems (ABC Fitness, MINDBODY, MOSO or similar).
• Prior exposure to SaaS, customer success or implementation work.
• Experience in a franchise environment.
• Multi-site or regional responsibility.
• Second language, particularly Spanish.

What Success Looks Like

• First 30 days: You know your accounts — every club, every key contact, current PT performance — and the cadence is running.
• 90 days: Adoption is measurably up in your accounts, reporting goes out on time without being chased, and operators come to you directly.
• Six months: You are catching problems before they surface, your accounts can be walked into by anyone knowing the ground work is done, and you are ready to take first ownership of an account.

Why Join Enhance

• Real progression. This is a defined path into account ownership, not a support seat.
• Operator-led culture. The people here have run clubs and carried a PT number. You will be understood.
• You will see your impact. The clubs you work with will perform differently because of what you do.
• Move into tech without leaving fitness — keep the domain expertise you built and apply it at industry scale.
• Competitive compensation with performance-based upside.