Customer Success Manager- Health Innovation

Customer Success Manager

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.

You will be responsible for ensuring that pilot customers are onboarded smoothly, supported proactively, engaged consistently, and set up to achieve measurable outcomes with EGYM solutions.

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

We are looking for someone who combines customer empathy, operational rigor, strong communication, and excitement for healthcare innovation.

You may come from customer success, account management, implementation, consulting, healthcare operations, enterprise solutions, digital health, fitness technology, or another customer-facing role where you were responsible for helping customers adopt new products or programs.

You should bring:

• Customer Success Experience: 35+ 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 created
• Health Innovation Passion: Genuine curiosity about preventive healthcare, fitness, longevity, behavior change, health outcomes, and technology-enabled care models
• Professional Presence: Ability to represent EGYM with credibility and warmth in customer meetings, pilot sites, executive conversations, and cross-functional forums
• Technical Curiosity: You do not need to be an engineer, but you should be comfortable discussing product workflows, integrations, user issues, operational dependencies, and customer requirements with technical and non-technical stakeholders
• Travel Readiness: Willingness to travel approximately 50% within the US, including customer sites, pilot launches, workshops, and internal meetings. Some international travel is expected, approximately 4 times per year to start
• Location: Must be located in Denver, CO

First 30 Days

• Onboard to EGYM's ecosystem, Health Innovation strategy, current pilot portfolio, GTM process, customer success practices, and internal stakeholder landscape
• Meet key partners across Health Innovation, Product, Product Marketing, Sales, Customer Success, Operations, BI, Engineering, Legal, Finance, and leadership
• Review current pilot customers, customer goals, implementation status, success criteria, adoption data, known risks, and open issues
• Shadow customer meetings, pilot check-ins, onboarding sessions, and internal Health team discussions
• Visit at least one customer or pilot site where possible to understand the customer environment, user journey, operational workflow, and health-impact opportunity
• Build an initial view of the customer success gaps, pilot risks, communication needs, and repeatable processes required to scale Health pilots

First 60 Days

• Take ownership of day-to-day customer success for selected Health Innovation pilot accounts
• Establish a clear customer operating rhythm, including kickoff structure, recurring pilot check-ins, internal status updates, escalation paths, and success tracking
• Create or refine pilot customer success plans, including goals, stakeholders, milestones, adoption metrics, risks, and next steps
• Develop a structured feedback loop to capture customer insights, user feedback, operational blockers, and product improvement opportunities
• Partner with Health stakeholders to define pilot reporting needs, customer health indicators, adoption metrics, and outcome-tracking requirements
• Begin building reusable onboarding, training, reporting, and communication templates for future pilot customers.

First 90 Days

• Fully own the customer success workstream for assigned Health Innovation pilots.
• Begin to lead customer meetings, pilot reviews, training sessions, and internal cross-functional updates with confidence
• Identify adoption risks early and proactively drive mitigation plans with the right internal and customer stakeholders
• Translate customer learnings into clear recommendations for Product, Operations, Marketing, Sales, and Health leadership
• Deliver a Health Innovation pilot customer success playbook, including onboarding steps, communication cadence, health tracking, escalation process, customer feedback loops, and retrospective format
• Support the creation of at least one customer story, pilot learning summary, or expansion recommendation where appropriate

First 6 Months

• Become the trusted customer success owner for Health Innovation pilots
• Help create a repeatable model for launching, supporting, learning from, and scaling Health Innovation pilots and products
• Improve pilot customer satisfaction, adoption, engagement, implementation quality, and internal visibility into customer health
• Build stronger bridges between customer needs, product development, operational execution, and preventive-health outcomes
• Help Health Innovation identify which pilots are ready to scale, which require iteration, and what customer evidence is needed to support broader commercialization
• Contribute to a culture of proactive ownership, customer obsession, health impact, and cross-functional collaboration

You will earn an annual base salary of $90,000 - $105,000 (plus variable compensations based on results) and have a competitive benefits package including: health, dental, and vision insurance, 401k with company match, monthly wellness stipend, 14 paid holidays per year, and PTO (to name a few!)

You will receive hands-on training and become a true EGYM expert.