Customer Success Manager

Join our Recreation/Vermont Systems as Customer Success Manager to make a real impact every day. We say that because we know that every conversation we have, every interface we design, and every new feature we ship is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.

Xplor Technologies is seeking a relationship-focused Customer Success Manager to help customers achieve measurable business outcomes using Vermont Systems software. This role is responsible for driving customer retention, product adoption, customer health, and long-term account growth through strategic relationship management and proactive customer engagement. 

Working with an assigned portfolio of customers, the Customer Success Manager builds trusted relationships, understands each customer's business goals, identifies risks and opportunities, and partners across the organization to deliver an exceptional customer experience. Serving as the primary strategic contact after implementation, the Customer Success Manager helps customers maximize the value of Vermont Systems solutions while supporting long-term business success. 

Some of the things you'll do:

• Manage a portfolio of strategic and enterprise customer accounts, serving as the primary strategic contact throughout the customer lifecycle. 

• Build trusted relationships with executive and operational stakeholders while developing a deep understanding of each customer's business goals and success measures. 

• Conduct Quarterly Business Reviews (QBRs), success planning sessions, and regular business reviews. 

• Monitor customer health, engagement, satisfaction, and product adoption, proactively identifying risks and coordinating action plans to support retention. 

• Drive adoption of Vermont Systems products, services, and best practices that improve customer outcomes and operational efficiency. 

• Recommend solutions, training, product capabilities, and service offerings aligned with customer goals. 

• Partner with Product Management, Support, Professional Services, Sales, and other internal teams to resolve issues, advocate for customer needs, and improve the overall customer experience.
• Translate customer feedback into actionable product enhancements and business insights. 

• Identify opportunities for additional products, services, and training that create customer value, partnering with Sales on renewal and expansion opportunities. 

• Maintain accurate customer information, activities, and account health within CRM 

Measures of Success 

Success in this role is demonstrated through: 

• Customer retention and renewal readiness 

• Customer health, satisfaction and product adoption 

• Strong executive relationships 

• Qualified account growth opportunities 

• Effective cross-functional collaboration 

Working arrangements:

Fully Remote in the United States of America: You can work fully remote in this position, provided you have eligible working rights in the United States and do not require sponsorship.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

You'll need: 

• Demonstrated ability to build trusted customer relationships. 

• Excellent communication, organizational, and time-management skills. 

• Strong problem-solving, active listening, and critical thinking abilities. 

• Ability to communicate effectively with technical and non-technical audiences. 

• Experience managing multiple customer relationships and competing priorities. 
• 3+ years of relevant experience

• Experience using Salesforce or a comparable CRM. 

• Commitment to delivering an exceptional customer experience. 

 It would be great if you also have:

• Experience in Customer Success, Account Management, Client Services, Consulting, or another customer-facing role. 

• Experience supporting customer retention, renewals, product adoption, or account growth. 

• Experience working with parks and recreation organizations, municipalities, higher education, military organizations, or similar customer environments. 

• Bachelor's degree or equivalent professional experience. 

• Knowledge of RecTrac, WebTrac, and other Vermont Systems applications. 

Core Competencies  

• Customer Success & Retention  

• Strategic Relationship Management  

• Business Acumen  

• Customer Advocacy  

• Communication  

• Problem Solving  

• Cross-functional Collaboration  

• Accountability & Execution  

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Values and Life at Xplor 

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: 

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

 If these values sound like you and describe people you want to work with, you will thrive at Xplor. 

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can.

Got questions? You can email us at talentsupport@xplortechnologies.com.