Director of Customer Success - USA

Director of Customer Success
Location: Remote (US)
Reports to: SVP, US Growth
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.
About the Role
Enhance 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 Do
Client ROI and Value Realization
Agree with each enterprise client on what success looks like and how it will be measured, then own the results
Guide clients' teams toward the features and workflows that drive business results
Drive adoption across trainers, PT managers, club leadership, and corporate stakeholders
Turn usage data into clear business-impact stories for clients and for Enhance leadership
Retention, Renewals, and Customer Health
Own gross and logo churn, renewal rates, and net revenue retention across the enterprise book
Build and maintain customer health scoring, and spot at-risk accounts early
Lead structured recovery plans for accounts that are off track
Partner with Sales on renewal readiness and expansion opportunities
Enterprise Relationships and Escalations
Serve as executive sponsor for key enterprise clients, building trust with corporate, regional, and PT leadership
Speak the language of gym operators, and relate credibly to the day-to-day realities of running a PT department
Handle urgent escalations calmly: de-escalate, reset expectations, and drive issues to resolution
Set clear, realistic expectations with clients at every stage, from onboarding handoff through renewal
Lead data-backed business reviews and executive check-ins
Team Leadership and Coaching
Lead, coach, and develop the current CSM, then hire and grow the team as the client base expands
Onboard team members who are new to fitness, teaching them how gyms and PT businesses operate and what matters to our client contacts
Build playbooks for onboarding handoff, post-launch engagement, escalations, and ongoing account management
Set the standard for accountability and consistent execution across the team
Voice of the Customer and Product Partnership
Build a structured process to capture client feedback across accounts
Prioritize feedback by client impact, revenue risk, and ROI potential
Turn client needs into clear, actionable input for Product, and close the loop with clients on what's shipping and why
Cross-Functional Problem Solving
Work with Product, Engineering, Support, Sales, and Operations to solve client problems end to end
Bring structure and clear next steps to situations that have no playbook yet
Keep client commitments in line with what the team can deliver
How Success Is Measured
Client ROI realized against the success criteria agreed with each account
Renewal rate and gross and logo churn
Net Revenue Retention (NRR)
Customer Health Index and adoption benchmarks
Time to value post-go-live
Escalation resolution time and client satisfaction after escalations
Quality and throughput of the client feedback loop to Product
Team performance, ramp time, and growth
What You Bring
Required
7+ years of experience in Customer Success, Account Management, or post-sales leadership roles
Direct experience in the gym or fitness industry, with the ability to relate credibly to operators and club leadership
Hands-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 chains
Understanding of how SaaS products are adopted and used in the fitness industry
Proven experience managing enterprise or multi-location customers
Experience leading, coaching, or mentoring team members, including people new to the industry
Demonstrated ability to de-escalate high-urgency client situations and set realistic expectations
Track record of improving retention, adoption, and renewals
Excellent executive-level communication and stakeholder management
Calm under pressure, comfortable with ambiguity, and a player-coach mindset: happy to own accounts personally while building the team
Nice to Have
Experience with gym management, member management, or fitness technology platforms
Experience supporting complex implementations or phased rollouts across many locations
Experience building a Customer Success function from an early stage
Familiarity with CS and support tools (e.g., Notion, Jira, Google Workspace, AI tools)
Experience leading distributed or international teams
How Your Time Is Spent
Task 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%
Benefits
Medical insurance
401(k)
Paid time off, paid sick leave, and paid public holiday as per the company policy

Work arrangement
Yes