Manager of Customer Success, Tonal
B2B
CA$93-120k
Electromagnetic home gym
Be an early applicant
Electromagnetic home gym
501-1000 employees
Be an early applicant
CA$93-120k
501-1000 employees
Company mission
To help people look, feel, and be the strongest and fittest versions of themselves.
Role
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
- 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!
What the job involves
- 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
- 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
- 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
- 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
- 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
Our take
Tonal has created a proprietary digital weight system and combined this with coaching to offer a personalised and smart home gym. Its wall-mounted system uses electromagnetism to control the weights, replacing bulky and hard-to-store weightlifting equipment with a slim and sleek machine.
As well as selling the machines, Tonal sells subscriptions to personal training sessions and workout routines. The fitness landscape is shifting toward at-home equipment other similar equipment is supplied by Peloton and Mirror.
Tonal has seen impressive growth, investing equity funding into content initiatives, high-profile partnerships, scaling operations, and strong celebrity endorsements. It remains to be seen, however, if the current trend of home-workout equipment will stick around, let alone gain new momentum, but Tonal's cleverly designed equipment gives it an edge over competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
-38% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$130m
LATE VC
Mar 2021
$250m
SERIES E
Total funding: $580m
Company benefits
- We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perks
- Working for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and more
- Your well-being is important to us. Take time off when you need it with flexible vacation days
- Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks
- At Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide events
- Fitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcome
- From day one you’ll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best work
- Treat yourself! When you’re part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own Tonal
Company HQ
SoMa, San Francisco, CA
Leadership
Aly Orady
(Founder, Board Member & Advisor)They started their career at Hewlett-Packard’s Computer Systems Laboratory designing super-computers, followed by technical leadership roles at a series of startups, including Kealia, Inc. (now Sun/Oracle). Served as the company's CEO from 2015 before transitioning into their current role in April 2023.
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