Customer Success Manager

About Keepme.ai

Keepme is the leading AI-powered sales and retention platform for the global fitness industry. Founded in 2019, we help fitness operators drive predictable revenue growth by transforming how they acquire, engage, and retain members. Our flagship product, Keepme Antares, deploys intelligent AI Sales Agents across every communication channel – web chat, email, voice, WhatsApp, SMS, and social media – enabling fitness clubs to capture and convert leads 24/7, in any language.

We’re a fast-growing, globally distributed SaaS company that blends deep fitness industry expertise with cutting-edge AI technology. Joining Keepme means working at the intersection of artificial intelligence and real-world business impact, in a team that values innovation, customer obsession, and continuous learning.

The Opportunity

We’re looking for an experienced and commercially minded Customer Success Manager to join our team in the UK. This is a key hire for us – you’ll own and manage a portfolio of strategic accounts across the UK and Europe, acting as the primary relationship holder and trusted adviser to fitness operators ranging from independent clubs to major multi-site leisure groups. Your mission is to drive retention, expansion, and advocacy by ensuring every customer achieves measurable results with Keepme.

Key ResponsibilitiesStrategic Account Management

• Own and manage a portfolio of mid-market and enterprise accounts, building deep, trust-based relationships with key stakeholders from operations managers to C-suite executives.
• Develop and execute tailored success plans for each account, aligning Keepme’s platform capabilities with the customer’s specific business goals and growth targets.
• Conduct regular business reviews (QBRs) to showcase ROI, share insights, and identify new opportunities to deliver value.
• Serve as the strategic voice of your customers internally, ensuring their priorities are reflected in our product roadmap and go-to-market strategy.

Onboarding & Adoption

• Lead the end-to-end onboarding of new customers: scoping requirements, configuring AI agents, integrating with CRM and booking systems, and driving first-value milestones.
• Design and deliver bespoke training programmes, workshops, and webinars that accelerate product adoption across customer teams.
• Proactively monitor product usage and engagement data to identify adoption gaps and intervene before they become churn risks.

Retention, Expansion & Commercial Impact

• Own net revenue retention for your portfolio – driving renewals, upsells, cross-sells, and multi-site expansions.
• Identify and qualify expansion opportunities (new channels, additional locations, advanced features) and collaborate with Sales to close them.
• Monitor customer health scores, NPS, and satisfaction data to proactively manage at-risk accounts with clear intervention plans.
• Build customer advocates and champions who contribute to case studies, testimonials, referrals, and speaking opportunities.

Technical Expertise & Troubleshooting

• Develop expert-level knowledge of the Keepme platform – including Antares AI Sales Agents, automations, campaign workflows, and analytics dashboards.
• Act as the first point of escalation for complex technical issues, triaging effectively and working with Engineering to ensure fast resolution.
• Translate customer feedback and pain points into clear, actionable product requirements for the Product and Engineering teams.

Team Leadership & Process Development

• Mentor and support junior members of the Customer Success team, sharing best practices and helping develop their skills.
• Contribute to the design and continuous improvement of CS playbooks, processes, health scoring models, and automation workflows.
• Create and maintain high-quality customer-facing resources including onboarding guides, best-practice documentation, and video content.
• Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to ensure a seamless end-to-end customer journey.

What We’re Looking ForEssential Requirements

• SaaS experience: 2–4+ years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS environment. You have a strong understanding of SaaS metrics (NRR, churn, expansion, LTV) and what it takes to drive long-term customer value.
• Commercial acumen: Proven ability to manage renewals, identify upsell and cross-sell opportunities, and contribute directly to revenue growth. You think like a business partner, not just a support contact.
• Communication: Exceptional written and verbal communication skills. You’re equally comfortable presenting a QBR to a CEO as you are running a hands-on training session with a front-desk team.
• Relationship builder: A natural ability to build rapport and trusted adviser relationships with diverse stakeholders across all levels of an organisation.
• Analytical mindset: Comfortable working with data – you can interpret dashboards, spot trends in customer health metrics, and use data to inform your strategy and recommendations.
• Problem-solver: A proactive, solutions-oriented approach. You take ownership of issues, think strategically about root causes, and drive them through to resolution.
• Organisation: Excellent time management and prioritisation skills. You can manage a complex book of business without letting things slip through the cracks.
• Self-starter: Thrives in a fast-paced, remote-first startup environment. You’re comfortable with ambiguity, take initiative, and hold yourself to a high standard of accountability.

Desirable (Nice to Have)

• Experience in or passion for the fitness, health, leisure, or wellness industry.
• Experience managing enterprise or multi-site accounts with complex stakeholder structures.
• Familiarity with platforms (e.g., Monday.com, Gainsight, ChurnZero) and CRM tools (e.g., HubSpot, Salesforce).
• Experience with AI-powered products, conversational AI, or marketing automation platforms.
• Track record of building or contributing to CS processes and playbooks in a scaling organisation.
• Experience creating customer-facing content such as training materials, video tutorials, or knowledge base articles.

How to Apply

If you’re an experienced CSM who’s excited about AI, passionate about driving customer outcomes, and ready to play a key role in scaling a high-growth company – we’d love to hear from you.

Please submit your CV