Account Customer Success Manager - Account Management at Fitbit

Company Overview

Fitbit is a leading global wearables brand dedicated to empowering people to lead healthier, more active lives. By combining innovative technology with engaging experiences, we help individuals achieve their health and fitness goals. Fitbit embraces a flexible and inclusive work environment, recognizing the value of diverse perspectives and work styles. We are committed to fostering a thriving remote culture where employees can excel and contribute their best work, regardless of location. Our remote-first approach empowers our team members to work from anywhere in the USA, supported by robust technology, collaborative tools, and a strong sense of community.

Position Summary

Fitbit is seeking a highly motivated and experienced Account Customer Success Manager to join our dynamic Account Management team. As a fully remote employee, you will be responsible for managing and growing relationships with a portfolio of key Fitbit accounts. Your primary goal will be to ensure customer satisfaction, drive product adoption, and identify opportunities for revenue expansion. This role requires a proactive individual with excellent communication and interpersonal skills, a strong understanding of the wearables market, and a passion for helping customers achieve their business objectives using Fitbit solutions.

Key Responsibilities

• Serve as the primary point of contact for assigned Fitbit accounts, building strong and lasting relationships with key stakeholders.
• Develop and execute customer success plans to drive product adoption, engagement, and value realization.
• Conduct regular business reviews to assess customer progress, identify challenges, and provide strategic recommendations.
• Proactively identify and pursue opportunities to expand existing accounts through upselling and cross-selling.
• Collaborate with internal teams, including sales, marketing, and product development, to address customer needs and resolve issues.
• Track and analyze customer usage data to identify trends, provide insights, and optimize customer experience.
• Deliver engaging presentations and demonstrations of Fitbit solutions to customers and prospects virtually.
• Stay up-to-date on industry trends, competitive landscape, and Fitbit product updates.
• Contribute to the development of best practices for customer success management within the remote team environment.

Required Qualifications

• Bachelor's degree in business, marketing, or a related field.
• 3+ years of experience in customer success management, account management, or a related role.
• Proven track record of building strong customer relationships and driving customer satisfaction.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a remote team environment.
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite.
• Must be authorized to work in the United States and reside within the USA.
• Demonstrated experience working remotely and managing time effectively.
• Ability to maintain a professional and productive home office environment.

Technical Requirements

As a fully remote employee, you will be responsible for maintaining a functional and efficient home office environment. The following technical requirements are essential:

• Dedicated workspace free from distractions.
• High-speed internet connection with a minimum upload/download speed of 25 Mbps.
• Reliable computer with sufficient processing power and memory to run required software.
• Headset with microphone for clear communication during virtual meetings.
• Webcam for video conferencing.
• Availability to work during standard business hours, with flexibility to accommodate occasional meetings outside of these hours. Specific time zone alignment may be required based on team needs.

Desired Skills

• Experience in the wearables, health, or fitness industry.
• Familiarity with remote collaboration tools such as Slack, Zoom, and Google Workspace.
• Strong understanding of sales methodologies and account management principles.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Experience contributing to a positive and inclusive remote team culture.

Compensation & Benefits

The annual salary range for this fully remote Account Customer Success Manager position is $80,000 - $110,000, depending on experience and location. Fitbit offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance.
• Paid time off and holidays.
• 401(k) with company match.
• Employee stock purchase plan.
• Wellness programs and resources.
• Home office stipend to support your remote work setup.
• Company-provided laptop and other essential equipment.
• Opportunities for professional development and growth.
• Virtual team building activities and social events to foster a sense of community.

Remote Work Benefits: At Fitbit, we believe in empowering our employees to work where they are most productive. This fully remote position offers the flexibility to work from anywhere in the USA, allowing you to create a work-life balance that suits your needs. We provide the tools and resources you need to succeed in a remote environment, including a home office stipend, company-provided equipment, and access to a variety of virtual collaboration platforms. Our virtual onboarding process will ensure you feel welcomed and supported as you integrate into the Fitbit team.

How to Apply

If you are a passionate and results-oriented individual with a strong customer focus and a desire to work in a dynamic, remote environment, we encourage you to apply. Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!