Customer Success Manager, PF Media Network - Planet Fitness

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,500+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, and Australia.  90% of Planet Fitness stores are owned and operated by independent franchisees.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of!

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

The Customer Success Manager will support Planet Fitness' multi-channel advertising platform (PF Media Network. The CSM will maintain and deliver a best in class partner experience and will work with some of the most well known brands across all industries to deliver exclusive opportunities for Planet Fitness members, both inside and outside the club. This role will be the key connection point, bringing together PFMN sales, ad-ops, campaign analysis, and more to exceed partner expectations.

The ideal candidate will be willing and able to work our hybrid work schedule out of the Hampton, NH office. We will strongly consider remote candidates that currently reside in the EST or CST time zones (for team collaboration pursoses).

Account Management and Ad-ops 

• Coordinate new and existing partner relations and offers with the sales team.
• Manage new and existing PF Perks offers in existing CMS tools.
• Manage full year partner promotional calendar for PFMN partner offers.
• Manage new and existing affiliate marketing tools and agencies.
• Foster strong relationships with new and existing partners and brands.
• Collaborate with the PFMN sales team for onboarding new partners.
• Work cross functionally with internal teams; CRM, Creative, Product and Tech to create flawless communication plans and strategies to support partnership growth.

Reporting and analysis

• Monitor partner performance ensuring the programs are running efficiently, producing desired outcomes and hitting revenue targets.
• Collaborate with internal data teams to conduct regular audits for improvements and optimizations for partners. 
• Deliver program recommendations to PF leadership and clients based on data driven insights.
• Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders.

• Bachelor’s Degree in Marketing, Sales, Business Administration or a related field, or equivalent work experience
• 5+ years of proven experience in relationship building, within a media agency or affiliate role, preferably in a digital marketing or e-commerce environment
• Experience in a partnerships/growth role a plus
• Enjoys creating strong relationships with external partners and comfortable collaborating cross-functionally
• Expertise in Excel and other reporting tools, including but not limited to, GA, Looker, Tableau, etc.
• Experience using Affiliate platforms such as CJ, Impact and others
• Ability to handle sensitive and confidential information appropriately
• Ability to creatively solve problems and demonstrate initiative and innovation
• Strong analytical skills
• Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
• Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
• Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
• Creative, progressive, thought leadership with the ability to influence at all levels of the organization
• Dedicated learner with a natural curiosity for consistent growth
• Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
• Cooperative team player with an upbeat, positive, “can-do” attitude!
• Passion for fitness, fitness apparel/merchandise, a plus

• Hybrid workplace at the Club Support Center in Hampton, NH
• Remote opportunity available
• Volunteer days off
• Competitive salaries and comprehensive benefits package, including medical, pharmacy, dental and vision benefits
• Generous vacation/holiday pay
• 401(k) Retirement
• Employee Stock Purchase Program
• Childcare reimbursement
• Pet care reimbursement
• Learning and development programs
• Discount programs, including vacations, theme parks, shopping, meal delivery services & much more
• Free Black Card membership and fun exercise incentives
• Company-sponsored social events
• Access to our private gym at the Club Support Center, complete with locker rooms and Black Card area
• Delicious, healthy breakfast and lunch options served at our Club Support Center café

Note to Applicants: We have been made aware of an increasing number of hiring fraud schemes across numerous platforms. Planet Fitness never requires advance payments of any kind for computer equipment or any other purpose at the start of employment. Any request for you to provide payment information during the application process is part of a fraud scheme. Further, we recommend that you do not provide sensitive personal information (SSN, DOB, driver’s license number) as part of the initial application process.