Customer Success Manager

Customer Success Manager

Location:

Remote (Singapore Time Zone)

Type:

Full-Time

Department:

Client Experience

Reports to:

Head of Marketing

About TSquared Personal Training

At TSquared, we redefine personal training through a transformative approach that blends science, care, and results. As a luxury total transformation ecosystem based in Singapore, we focus on
longevity, strength, and sustainable health outcomes

, delivering premium, personalised coaching backed by expert physiotherapy, holistic nutrition, and data-led programming. With our rapid growth and expansion, we are looking for a
Customer Success Manager

who is obsessed with client results, experience, and retention.

Role Overview

As a
Customer Success Manager

, you will be the cornerstone of the client journey, ensuring every individual who walks through our doors receives world-class attention, feels deeply supported, and sees real, measurable results. Your role is to
orchestrate a seamless and high-touch client experience

, drive long-term engagement, and maximise renewals by closely tracking progress, solving roadblocks, and maintaining strong relationships between clients, trainers, and our wider team.

Key Responsibilities
Client Experience & Relationship Management

1. Serve as the
   primary point of contact

for client engagement after onboarding, along with the personal trainer assigned.
2. Regularly check in with clients (in-person, WhatsApp, email, or phone) to monitor satisfaction, progress, and concerns.
3. Identify early signs of drop-off, disengagement, or challenges, and intervene proactively.
4. Champion
client success stories

, collecting data and testimonials that reflect our brand transformation promise.

Performance & Progress Tracking

1. Maintain comprehensive client records across fitness goals, progress metrics, and feedback using internal tools (Trainerize, Mindbody, CRM, etc.).
2. Work with trainers to identify performance milestones and ensure accountability.
3. Present data-driven insights on client retention, satisfaction, and program outcomes to leadership.

Renewal & Upsell Strategy

1. Lead
   renewal conversations

, building a compelling narrative of each client's journey and ROI.
2. Collaborate with the sales, admin, and trainers to ensure clients are on the right package for their evolving goals.
3. Identify upsell opportunities into other TSquared services (TSquared Eats, TSquared Physio, Supplements, etc.).

Operational Excellence

1. Own the post-sale lifecycle: onboarding handover, regular check-ins, progress reports, session utilisation, and renewal.
2. Liaise with trainers, admin, and physiotherapy teams to solve any cross-functional issues affecting the client experience.
3. Ensure all touchpoints from communication to problem resolution reflect TSquared's
   premium and professional brand

.

What We're Looking For
Must-Haves

1. 3–5 years of experience in customer success, account management, or client relationship roles (preferably in health, wellness, or high-touch service industries).
2. Outstanding communication and interpersonal skills, empathetic, proactive, and confident.
3. Data-oriented mindset with ability to track KPIs, draw insights, and present to stakeholders.
4. Passion for health, fitness, and personal growth, with a genuine belief in what we do.
5. Strong organisational skills and comfort managing multiple clients, conversations, and systems.

Bonus Points

1. Experience in luxury service brands, boutique fitness, or health tech.
2. Familiarity with CRM platforms, fitness tracking tools (like Trainerize), or client lifecycle systems.
3. A background in fitness, nutrition, or physiotherapy (or personal training certification).

Why Join TSquared Lab?

1. Be part of a
   mission-led company

transforming lives through data-backed, personalised health.
2. Join a passionate team across fitness, physio, and nutrition, where client results are everything.
3. Access career growth opportunities.
4. Work in a culture of
excellence, empathy, and empowerment

.

To Apply:

Send your CV and a brief note on why you're passionate about customer success in the health and wellness space to

with the subject line:
Customer Success Manager – [Your Name]