Customer Experience Manager- STRONG Pilates

ABOUT MOMENTIC STUDIOS

At Momentic Studios Inc., we invest in innovative wellness businesses that prioritize mental and physical well-being. Our mission is to foster a healthier, more mindful world by empowering premium brands like SweatHouz and STRONG to deliver a transformative health experience to all. 
STRONG is a pilates inspired, cardio infused, full body burn. Low impact and high intensity for humans who row, ride, and reform. The first of its kind for those wanting to innovate their exercise and maximize their performance. Australian-Owned Pilates-Inspired, Cardio-Infused Hybrid Concept. 150+ upcoming locations globally across 11 countries. 

JOB SUMMARY   

The Customer Success Manager plays a key leadership role in creating and maintaining a consistent, responsive, and elevated customer experience across all studios. This role oversees the customer experience (CX) team, supports training and service delivery, manages client communications, and ensures customer account management aligns with company policies. The ideal candidate is a clear communicator, highly agile, and thrives in a fast-paced, collaborative environment. 

ESSENTIAL DUTIES & RESPONSIBILITIES  

Customer Experience Oversight 

• Lead and manage the customer experience (CX) team across all studio locations 

• Manage customer inquiries during both the pre-sale process, in addition to post opening 

• Monitor studio-level service responsiveness and communication standards 

• Manage a team of CX agents and auditing their response directly to customer inquiries, concerns, and feedback with professionalism and clarity 

Training & SOP Development 

• Support onboarding and ongoing training for all customer-facing studio staff 

• Develop and implement service SOPs and escalation protocols for resolving customer concerns 

• Provide tools, scripts, and guidance to elevate customer communication consistency across studios 

Compliance & Quality Audits 

• Audit studio compliance with customer service protocols and brand standards 

• Review and ensure accuracy in account management activities (freezes, cancellations, transfers, etc.) 

• Conduct regular service audits to identify trends, gaps, and opportunities for improvement 

Cross-Functional Collaboration 

• Partner with Operations, Marketing, and other HQ teams to enhance client touchpoints 

• Participate in strategy discussions to represent the voice of the customer and inform experience improvements 

• Collaborate with leadership to roll out service initiatives, product updates, and communication campaigns 

Data & Metrics Analysis 

• Own the collection, analysis, and reporting of customer experience data, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and other key performance indicators. 

• Build and maintain dashboards and reports to monitor trends, identify pain points, and uncover opportunities for improving the customer experience. 

 

REQUIRED EDUCATION AND EXPERIENCE  

• 3+ years of customer service management experience in the fitness, wellness, or related service industry. 

• Bachelor’s degree preferred; relevant experience may substitute, 

• Experience managing CRM platforms (Zendesk, etc.) 

• Experience with automation and AI to create saleable processes. 

• Experience working in a fast-paced, high growth environment 

• Proven success in customer service and team leadership,  

• Experience leading and coaching geographically dispersed teams. 

ESSENTIAL SKILLS  

• Strong coaching and team development capabilities of remote teams 

• Ability to interpret multi-unit performance data and make tactical adjustments 

• Highly organized and efficient across multiple studio locations 

• Excellent written and verbal communication skills 

• Customer-focused with strong problem-solving skills 

• Collaborative, flexible, and action-oriented 

COMPETENCIES  

• Clear & Compassionate Communication: Ability to communicate clearly, empathetically, and effectively—both internally and with clients 

• Agility & Adaptability: Thrives in a fast-moving environment and can pivot quickly in response to client or business needs 

• Problem Solving: Able to de-escalate conflict, uncover root causes, and drive resolution efficiently 

• Collaboration: Works effectively across departments and levels, building strong partnerships to improve the client experience 

• Accountability & Ownership: Takes initiative and responsibility for driving outcomes, maintaining standards, and solving problems proactively 

• Attention to Detail: Maintains high standards in auditing, account management, and public client communication 

Success Measures 

• Timeliness and quality of responses across internal and external client communications 

• Customer satisfaction and retention scores 

• Effective execution and consistency in onboarding across all studios 

• Studio compliance with CX-related SOPs and public reputation standards 

 

PHYSICAL REQUIREMENTS/ENVIRONMENT  

 

• Requires a wide range of constant physical activities, including but not limited to: sitting, standing, walking, bending, kneeling, twisting, pushing, pulling, and reaching.  

• Frequent repetitive movements.  

• Continuous exposure to moderate noise.  

• Frequent walking and standing on hard surfaces.  

• Frequent movement, lifting or carrying weight up to 50 pounds.

Compensation: 75K+ 

Momentic Studios Inc. is proud to be an equal opportunity employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veteran status, or any other basis protected by law.