Customer Success Manager- Health Innovation

About the Role

We are looking for a highly collaborative, entrepreneurial Customer Success Manager to join our Health Innovation team and help unlock success for customers participating in our most important pilots.

This role sits at the intersection of customer success, healthcare innovation, product learning, implementation, and change management. You will be the day‑to‑day success owner for Health Innovation customers, helping them adopt new solutions, realize measurable value, and become long‑term champions of EGYM’s vision for preventive healthcare.

This position will operate in a fast‑moving innovation environment. Our Health team is building, testing, and scaling new solutions that help shift healthcare from reactive treatment to proactive, preventive health. You will work closely with customers, users, internal stakeholders, and product teams to make sure pilots are not only implemented successfully, but also generate the insights, evidence, and momentum needed to scale.

• Own Pilot Customer Success:
  Serve as the primary relationship owner for assigned Health Innovation pilot customers, ensuring a high‑quality experience from onboarding through pilot completion and expansion planning
• Drive Adoption & Engagement:
  Help customers understand, implement, and use Health Innovation solutions effectively, increasing activation, usage, satisfaction, and measurable health‑program impact
• Champion Preventive Healthcare:
  Act as a passionate advocate for EGYM’s role in changing how organizations, gyms, employers, and healthcare stakeholders approach prevention, movement, and long‑term health
• Lead Customer Onboarding:
  Coordinate pilot kickoff, implementation planning, stakeholder alignment, training, customer communications, and success criteria
• Translate Customer Needs:
  Gather customer feedback, operational learnings, user insights, and pilot risks, then translate them into clear inputs for relevant EGYM teams
• Manage Pilot Health:
  Track customer health, adoption, risks, escalations, pilot milestones, and success metrics through structured reporting and regular business reviews
• Coordinate Cross‑Functional Execution:
  Partner closely with internal EGYM teams to solve problems and move pilots forward
• Run Customer Workshops:
  Prepare and facilitate customer workshops, training sessions, pilot check‑ins, executive updates, and post‑pilot retrospectives
• Build Scalable Playbooks:
  Create repeatable onboarding materials, customer success templates, pilot reporting structures, FAQs, feedback loops, and best‑practice documentation for future Health pilot
• Support Expansion Readiness:
  Identify signals for expansion, renewal, case studies, commercial opportunities, and broader rollout potential in partnership with Sales and Health leadership

• Customer Success
  
  Experience:
  
  3–5+ years of experience in customer success, implementation, account management, consulting, healthcare operations, or a related customer‑facing role
• Pilot & Program Ownership:
  Experience managing complex customer initiatives, pilots, implementations, or cross‑functional programs from kickoff to measurable outcomes
• Customer Empathy:
  Strong ability to build trust with customers, understand their goals, identify barriers, and help them navigate change
• Strong Communication:
  Excellent written and verbal communication skills, including comfort presenting to customer stakeholders, facilitating workshops, and summarizing complex topics clearly
• Cross‑Functional
  
  Collaboration:
  
  Proven ability to work in a complex, mid‑size company and collaborate effectively with colleagues and varying organizational priorities
• Structured Problem Solving:
  Ability to manage ambiguity, identify risks early, create mitigation plans, and drive issues to resolution
• Adoption Mindset:
  Understanding of how to increase customer engagement, usage, satisfaction, and long‑term value from new products or programs
• Data Orientation:
  Comfort tracking KPIs, customer health, adoption ratios, pilot progress, survey results, and qualitative feedback
• Entrepreneurial Energy:
  Excitement to build new processes, improve how pilots run, and operate in a team where the playbook is still being…