Customer Success Manager

HubFit

Abu Dhabi, UAE

fulltime

Mid-Senior

3 days ago

Customer Relationship Management (CRM)Customer RetentionOnboardingClient AdvocacySaaSKey Account Management

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Customer Relationship Management (CRM)Customer RetentionOnboarding

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About Hubfit

HubFit is the all-in-one platform for personal trainers, online coaches, and gyms to manage clients, automate their business, and scale without the chaos.

We have a 4.9 ⭐ App Store rating and 2,500+ five-star reviews.

We ship fast and we're growing fast.

Now we're looking for a Customer Success Manager to be the face of HubFit for our coaches: someone who turns new signups into power users and happy coaches into lifelong fans.

Your north star is getting trial coaches active and making sure they never want to leave.

🎯 Onboarding & Activation

Follow up with trial users who have gone quiet and get them actually using HubFit before their trial ends
Run 1:1 onboarding calls that get coaches live on the platform fast and confident
Guide coaches through setup so they hit their first real win within days of signing up
Lead group onboarding webinars as we scale, presenting to 50+ coaches and fielding live questions

💬 Day-to-Day Customer Success

Be the go-to for our coaches across live chat, support email, and Instagram DMs
Answer product questions, troubleshoot workflows, and make sure every coach gets real value from HubFit
Monitor customer health and proactively reach out before issues become problems

📈 Retention & Growth

Build scalable touchpoints through email sequences, check-ins, and milestone outreach that keep coaches engaged long after onboarding ends
Be the voice of our coaches internally: capture feedback and share insights that directly shape what we build next
Track what's working and continuously improve the playbook
Record product videos and walkthroughs to help coaches get the most out of HubFit

What Success Looks Like

Trial activation is climbing and coaches are reaching their first win within the first week
Response times across chat, email, and DMs are fast and coaches feel genuinely looked after
You've built a feedback loop that's visibly shaping the product
Coaches who started on trial are active, engaged, and sticking around

Who You Are

2+ years in Customer Success or Account Management, ideally in B2B SaaS or a subscription-based product
A natural communicator: warm, clear, and confident whether you're on a video call, an email thread, or an Instagram DM
Empathetic and able to handle challenging situations with grace. Fitness coaches are building real businesses and you take that seriously
You read product usage signals and act on them proactively, not reactively
Comfortable navigating ambiguity and creating clarity for others. You don't need a playbook to get moving, you'll help write it
Self-starter with strong attention to detail in a fast-moving environment

Bonus Points

Background in fitness or wellness, or you've worked in the industry yourself
Familiarity with customer success tools like ChurnZero, Gainsight, Totango, or Planhat
Experience with support platforms like Intercom, HubSpot or Loom
Experience creating educational content, product videos, or help documentation
Comfortable using AI tools like ChatGPT or Claude to work faster and smarter

Why Hubfit

Join a product coaches genuinely love, with 2,500+ five-star reviews and a 4.9-star App Store rating
Be an early, high-impact hire who will work closely with the founders and leave your fingerprints on how we do customer success
A category that's growing fast. Online fitness coaching isn't going anywhere