Manager, Customer Success (B2B)

Overview The Manager, Customer Success (B2B) is a leadership role that combines high-touch account management with deep operational execution. You are responsible for the commercial health of our B2B accounts — spanning corporate wellness and hospitality, ensuring that Tonal equipment is installed efficiently, utilized fully, and driving retention, renewals, and expansion across our commercial Member base. Acting as the operational glue between Sales, Logistics, Field Operations / Servicing, and Care, you will lead a specialized team to deliver complex hardware install implementations, provide operational leadership, and build the playbooks that turn high-volume installations and customer experience into a seamless, data-driven engine for retention, renewals, and account growth. What You Will Do: Leadership + Strategic Operations Lead and develop the B2B Success team (currently two staff members), establishing the standard operating procedures (SOPs) that bridge sales handoff to durable retention, renewal, and expansion outcomes. Architect the "B2B Commercial Playbook," defining the operational lifecycle from contract signature through installation, renewal, and multi-year expansion. Synthesize operational data and partner feedback to act as a key commercial stakeholder, influencing the product and logistics roadmap for B2B-specific needs. Deployment + Account Infrastructure Oversee the "White Glove" deployment process for key commercial accounts, ensuring complex hardware installations meet Tonal’s premium brand standards. Own the Sales-to-Operations hand-off, translating client needs from the B2B Sales Manager into actionable plans for the installation phase and beyond. Serve as the primary strategic lead for high-value accounts, conducting Business Reviews that focus on operational performance, commercial ROI, and renewal and expansion planning. Cross-Functional Orchestration Collaborate cross-functionally to architect the B2B tech infrastructure, synchronizing Sales, Care Operations, Logistics, Field Operations with order and contract management systems to provide a unified, data-driven view of account health and renewal potential. Act as the strategic liaison between commercial and operations teams, streamlining installation and servicing workflows and removing execution friction to accelerate high-volume B2B rollouts. Collaborate with the Senior Executive Team to align B2B operational capacity with broader corporate growth targets and revenue goals. Collaborate with Care Operations Leadership to align on the B2B service model, acting as the commercial stakeholder to ensure our partners receive the highest tier of technical support and care – protecting renewal health and unlocking expansion opportunities. Commercial Growth + Pilot Innovation Contribute to the design of "Proof of Concept" (POC) installations for prospective high-scale partners, using operational data to build the business case for full-scale rollouts. Analyze in-market performance and usage trends to identify "land and expand" opportunities, partnering with Sales to drive upsells within the existing B2B footprint. Lead "Growth Experiments" and manage the renewal pipeline, identifying operational risks early and implementing retention strategies to protect recurring B2B revenue. Who You Are: 3–5+ years of experience leading a revenue focused team in B2B Customer Success or Account Management, ideally involving complex hardware deployments in fitness tech, hospitality, or corporate wellness. As a Data-Driven Leader and Operator, you don't just report activity; you analyze performance data to identify operational bottlenecks, optimize resource allocation, and lead your team to prove ROI to both partners and Tonal’s Senior Executive team. You have "Player/Coach" DNA and thrive in high-growth environments and are just as skilled at negotiating a contract renewal with a C-suite executive as you are at navigating a logistics crisis with Field Operations. You have a scalability mindset and enjoy the "pilot" phase of a business but are obsessed with turning experiments into repeatable, scalable Standard Operating Procedures (SOPs) that drive both operational results and predictable revenue. You are an infrastructure focused systems thinker who brings structure and clear workflows to ambiguous environments, ensuring our B2B tech stack scales alongside the commercial mission. You have incredible grit and go beyond identifying bottlenecks to actively coordinate across Finance, Logistics, Field Operations, and Care, ensuring execution hurdles are cleared and commercial rollouts remain on schedule. Why you’ll love working at Tonal You’re joining at the ground floor of Tonal’s next major growth channel Competitive compensation package, benefits, and Tonal product perks Collaborative, mission-driven team with a passion for redefining strength training At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you! Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, [email protected]. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.

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