Your daily workout

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.

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.

Your daily workout

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

Your fitness level

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: 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 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

Your training goal for your first 6 months

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

The equipment we provide

You will earn an annual base salary of $90,000 - $105,000 (plus variable compensations based on results)
You will 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.

You will be part of an innovative team where you will work with diverse individuals, explore new ways of thinking and problem solving, and expand your skills. Our team is full of teachers and learners who work out loud and share their knowledge to enhance each other’s growth.

Contact Information

Apply now by uploading your documents (CV, certificates, references, salary expectations, and earliest possible start date) and specify the job ID #2002.

Contact: Adrianna Jimenez

For further information: https://career.egym.com

About Us

Warning regarding phishing emails: Please be aware that all official EGYM recruitment communication is sent exclusively from jobs@egym.com. If you receive a suspicious message from any other domain, please ignore it and do not share personal information if in doubt.

EGYM is a global fitness technology leader, providing fitness and health facilities with intelligent workout solutions. EGYM makes exercising smarter and more efficient with its comprehensive suite of connected gym equipment and digital products that integrate seamlessly with 3rd-party-hard- and software. The result is a fully connected training experience that drives measurable business and health outcomes on and off the training floor.

EGYM also offers subscription-based corporate fitness- and wellness solutions built on a combination of gym-access and EGYM fitness programs that directly target costly chronic conditions and boost employee health, leading to higher productivity and well-being.

EGYM's global headquarters are in Munich, Germany, with North American offices in Denver, Colorado.

EGYM is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, regardless of race, gender, religion, sexual orientation, age or any other aspect of an individual's identity.

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Customer Success Manager- Health Innovation