Gym management software from Kilo

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Client Success – Senior Advisor

  • LOCATION: Remote
  • TYPE: 25 hours/week, growing to full-time (40hours/week)
  • SALARY: $30 per hour
  • SUPERVISOR: Adele Wayt

We build software that grows gyms

Position Details and Application Information

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About Us

Kilo is a fast-growing software company built for independently owned gyms. Founded by Mateo, John, and Kaleda—after working with thousands of gym owners worldwide—we launched in 2019 as a website company and quickly expanded into marketing automation and gym management software. During the pandemic, we helped gyms stay alive by driving leads and boosting online presence. Today, we proudly serve over 1,200 gyms globally and have twice made the Inc. 5000 list of America’s Fastest Growing Companies.

Our mission: be the ultimate growth platform for gyms.

We’re looking for an experienced Senior Advisor to join our Client Success team. This part-time role (with the opportunity to grow into full-time) is perfect for someone who thrives in challenging conversations, has excellent communication skills, and shares our passion for supporting small business owners.

Our Core Values

Our culture is rooted in these core values, which drive everything we do:

  1. Focus on the Customer: We’re aware of the competition, but our eyes are on our customers. Happy customers mean low churn, and low churn means a resilient business.
  2. Do Good Work: Deliver work you’re proud of. Hold yourself and your teammates to a high standard.
  3. Manage Yourself: We trust our team to take ownership of their roles. Be curious, proactive, and find ways to solve problems for our customers.

Why Kilo is Different

At Kilo, you’re an important part of a team that’s building something meaningful. We’re a fast-growing company, but we’re still small enough that your ideas matter, your work is noticed, and you have the opportunity to shape our future. Here’s why working with us stands out:

  • Impact: At Kilo, you’ll have a direct impact on the success of gyms around the world. Your work won’t just support a company—it’ll help small business owners thrive and create positive change in their communities.
  • Autonomy: We believe in managing ourselves. You’ll have the freedom to own your role, make decisions, and solve problems creatively. No micromanaging here.
  • Flexibility: We’re fully remote, so you have the flexibility to work where you’re most productive.
  • Growth: As a fast-growing company, there are constant opportunities to take on new challenges, learn new skills, and grow with us.
  • Community: Even though we’re remote, we’re a close-knit team. You won’t just be working on your own—you’ll be part of a team that’s got your back.

 

If you’re looking for a company where you can make a real difference and be part of something exciting, Kilo is the place to be.

About the Opportunity

We’re seeking someone who embodies our values and thrives in fast-moving, people-focused environments. This is a client-facing role, where you’ll be the steady, empathetic hand when clients are struggling, upset, or we consider to be ‘at risk’.

As a Senior Advisor, you’ll report to the Head of Client Success and be responsible for handling escalations, maintaining a high level of engagement with our software, and ensuring gym owners feel supported and confident in their partnership with Kilo.

This role will start at 25 hours/week with the expectation to scale to 40 hours/week over the coming months. All hours should be delivered during Kilo’s core business hours of 9am–5pm Eastern, to ensure availability for client calls and collaboration.

The Ideal Candidate

The ideal candidate has 2+ years of experience handling client concerns, managing escalations, and de-escalating complaints. You’ll need strong interpersonal skills, the ability to stay calm under pressure, and a readiness to take ownership in challenging situations.

You’ll bring:

  • Confident and persuasive communication skills.
  • Exceptional English language skills, both written and verbal.
  • A proven ability to de-escalate conflicts and build trust quickly.
  • A detail-oriented, organized approach to managing tasks, follow-ups, and client relationships.
  • Comfort working in a fast-moving, collaborative, fully remote team.

Bonus if you:

  • Have experience in the fitness industry or with independently owned gyms.
  • Have hosted webinars, trainings, or client group calls.
  • Have used Kilo’s software products or similar SaaS platforms.

Responsibilities

Your key responsibilities will include, but are not limited to:

  • Own client relationships: Build long-term trust with gym owners through proactive, empathetic, and solution-focused support.
  • Handle tough conversations: Take ownership of escalations, complaints, and difficult calls - sometimes with little notice.
  • Drive engagement: Encourage adoption of Kilo’s features and promote best practices via calls, emails, and webinars.
  • Support & educate: Host 1:1 calls, provide follow-ups, and lead trainings that help clients unlock the full value of Kilo.
  • Collaborate: Partner with Operations, Support, and Product teams to ensure fast, thorough solutions for clients.
  • Represent Kilo: Be the voice of the customer internally, sharing insights to improve our products and services.

What We’re
Looking For

You should believe in:

  • The importance of our core values and how they shape our work every day.
  • Making a meaningful impact in the fitness industry.
  • Putting customers first and understanding that their success is our success.

How to Apply

Send your resume, and a short Loom video (or similar), 1–3 minutes in length, outlining why you feel you’d be a good fit for the position. We’d love to hear how you’ve handled tough client situations in the past, and what excites you about working with Kilo.

Apply now