Customer Success Manager- Health Innovation

EGYM•Denver, CO

16d•$90,000 - $105,000•Onsite

About The Position

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.

Requirements

3–5+ years of experience in customer success, implementation, account management, consulting, healthcare operations, or a related customer-facing role
Experience managing complex customer initiatives, pilots, implementations, or cross-functional programs from kickoff to measurable outcomes
Strong ability to build trust with customers, understand their goals, identify barriers, and help them navigate change
Excellent written and verbal communication skills, including comfort presenting to customer stakeholders, facilitating workshops, and summarizing complex topics clearly
Proven ability to work in a complex, mid-size company and collaborate effectively with colleagues and varying organizational priorities
Ability to manage ambiguity, identify risks early, create mitigation plans, and drive issues to resolution
Understanding of how to increase customer engagement, usage, satisfaction, and long-term value from new products or programs
Comfort tracking KPIs, customer health, adoption ratios, pilot progress, survey results, and qualitative feedback
Excitement to build new processes, improve how pilots run, and operate in a team where the playbook is still being created
Genuine curiosity about preventive healthcare, fitness, longevity, behavior change, health outcomes, and technology-enabled care models
Ability to represent EGYM with credibility and warmth in customer meetings, pilot sites, executive conversations, and cross-functional forums
Comfortable discussing product workflows, integrations, user issues, operational dependencies, and customer requirements with technical and non-technical stakeholders
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
Must be located in Denver, CO

Responsibilities

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
Help customers understand, implement, and use Health Innovation solutions effectively, increasing activation, usage, satisfaction, and measurable health-program impact
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
Coordinate pilot kickoff, implementation planning, stakeholder alignment, training, customer communications, and success criteria
Gather customer feedback, operational learnings, user insights, and pilot risks, then translate them into clear inputs for relevant EGYM teams
Track customer health, adoption, risks, escalations, pilot milestones, and success metrics through structured reporting and regular business reviews
Partner closely with internal EGYM teams to solve problems and move pilots forward
Prepare and facilitate customer workshops, training sessions, pilot check-ins, executive updates, and post-pilot retrospectives.
Create repeatable onboarding materials, customer success templates, pilot reporting structures, FAQs, feedback loops, and best-practice documentation for future Health pilot
Identify signals for expansion, renewal, case studies, commercial opportunities, and broader rollout potential in partnership with Sales and Health leadership