Customer Success Manager (Fitness Industry)

Headquartered in London, HealthHero 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, HealthHero 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.

HealthHero 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 HealthHero’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 HealthHero’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.

Main Responsibilities and Duties

Customer success

• 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 HealthHero 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 HealthHero 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

Ambassador / Intern Programme Leadership

• 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

Commercial Growth (Base + Commission)

• Work with our sales leads to identify and progress upsell/cross-sell opportunities across the HealthHero product suite (e.g., GP, Physio, Dietician, Mental Health)
• Work closely with Sales and Product to translate client needs into commercial proposals and scalable offers

Management Information

• Provide weekly updates on portfolio health (adoption, retention risk, key actions), site visit schedule and outcomes, and ambassador programme performance and learnings
• Partner with internal teams to develop tailored reporting and insight packs for strategic clients
• Proactively identify risks to adoption/retention and create mitigation plans
• Track monthly utilisation and membership penetration across gym groups

Requirements

• Strong understanding of the fitness / gym industry and confidence working in gym environments
• Commercial mindset: able to drive adoption and identify revenue opportunities
• Comfortable balancing multiple priorities in a fast-paced environment; strong attention to detail and problem-solving skills
• Excellent communication skills across written, phone, and face-to-face channels
• Strong stakeholder management skills—able to influence without authority and drive action across client organisations
• Experience managing interns, ambassadors, field teams, or similar programmes (desirable)
• Experience in Customer Success, Account Management, Partnerships, or Sales—ideally with a team lead / coaching element (desirable)
• Data-curious: able to interpret usage trends and translate insights into practical actions for clients (desirable)
• Willingness to learn about technology, AI and HealthHero’s services (GP, Physio, Dietetics, Mental Health etc.) quickly
• Growth mindset: comfortable with ambiguity and continuous improvement
• Full clean driving licence essential + access to a car; willingness to drive

Why join our team?

Join a growing business on our exciting journey to transform how healthcare works across Europe. This is a fantastic opportunity to learn at an accelerated pace, take ownership of a high-growth vertical, and help shape how HealthHero succeeds in the fitness and gyms market. If you are ambitious, commercially minded, and passionate about the fitness sector then we’d love to hear from you.

Closing date for applications is Friday 27th February (5pm).

Benefits

• Competitive salary
• Pension scheme
• Access to HealthHero healthcare services
• Life assurance
• Medical Cash Plan
• Extra Holiday Day for your Birthday
• Free Breakfast and Snacks in office