Customer Success Manager; Fitness Industry

Headquartered in London, Health Hero marries human expertise with digital convenience to provide fully holistic virtual healthcare. Built on the foundations of established companies with proven sector and country expertise, combined with best-in‑class digital technology, Health Hero is now the largest digital healthcare provider in Europe, delivering 24/7 access to doctors and expert clinicians wherever and whenever it is needed via a suite of tools including video calls, online chats and phone.

Health Hero is on track to being one of the largest digital health players in the world through a combination of buy‑and‑build and scale up of an existing portfolio through organic execution.

This is an exciting opportunity to join Health Hero’s growing Fitness & Gyms offering. As a Customer Success Manager (CSM), you will manage and grow relationships with gym and fitness partners, ensuring they successfully launch, adopt, and expand Health Hero’s services (e.g., Virtual GP, Physiotherapy, Dietetics, Mental Health and related wellbeing support).

You will act as a trusted advisor to clients, helping them maximise engagement and outcomes for members and employees. The role blends account management, customer success, and commercial growth, so you’ll be comfortable driving adoption, identifying upsell opportunities, and contributing to revenue growth through a base + commission structure.

A key element of this role is hands‑on leadership; our business covers over 500 gym sites today and will expand over the coming years. To cover these sites you will help to create, coordinate and manage an intern and/or ambassador programme, ensuring consistent quality of execution in-gym and supporting scalable growth across locations.

This is a client‑facing role and requires strong interpersonal skills, confidence in a gym environment, and the ability to build credibility with gym operators, regional managers, personal trainers, and front‑of‑house teams. You must be comfortable working in a fast‑paced, flexible environment, and able to manage difficult conversations professionally.

• Own end‑to‑end onboarding for gym and fitness clients, coordinating launches across multi‑site groups
• Build implementation plans, timelines, and success metrics to ensure a smooth go‑live, coordinating internal teams and network to drive adoption across sites.
• Train client teams and ambassadors (GM, PTs, reception, membership teams) on how to position and support Health Hero services
• Work with marketing and head of gym sales to ensure partner sites have the right collateral, activation approach, and engagement plan in place
• Manage a portfolio of fitness and gym clients, acting as primary point of contact
• Drive service adoption and membership penetration through member/staff engagement plans and on‑site activations
• Support delivery of wellbeing events and in‑gym campaigns (virtual and in‑person), including peak activation periods
• Build strong relationships with key stakeholders: gym owners, operations teams, regional managers, PT leads, membership managers
• Maintain regular on‑site visits to key sites to strengthen relationships, improve adoption, and spot expansion opportunities
• Represent Health Hero professionally in gym settings, events, and industry environments
• Support renewal planning and contribute to retention targets (e.g., >95% where applicable)
• Build account plans for priority partners, mapping stakeholders and growth opportunities

• Help design, run, and improve an ambassador programme (to run scaled in‑gym activations, events, referral and engagement activity)
• Recruit, onboard, and manage interns/ambassadors (where applicable), including scheduling and rota planning, training d playbooks, quality assurance and performance coaching, and feedback loops to improve on‑site execution
• Create scalable toolkits and processes so activations can be replicated across client sites

• Work with our sales leads to identify and progress upsell/cross‑sell opportunities across the Health Hero product suite (e.g., GP, Physio, Dietician, Mental Health)
• Work…