Customer Success Manager (m/f/d) in London

We are looking for a motivated and enthusiastic Customer Success Manager (m/f/d) who is passionate about driving the continued success of EGYM Wellpass. If you are focused on customer satisfaction and want to help people improve their health and fitness while positioning clients as attractive employers, seize this opportunity and join our ambitious team at the London office.

Responsibilities

• Customer Support: Support customers throughout their entire journey, collaborate with new customers during onboarding to design a communication plan for a successful launch of EGYM Wellpass, and ensure existing customers receive ongoing support.
• Project Management: Ensure a smooth project flow and successful go-live during the first three months of the customer lifecycle, immediately following the contract signature.
• Product Presentation: Engage employees during kick-off events (onsite and offsite), champion the product and highlight the added value of EGYM Wellpass.
• Communication: Work with the Customer Success team to scale our impact, delivering a unified communication strategy that drives long-term activation across all accounts.
• Data Analysis: Analyze the development of activation rates for new customers based on key metrics and develop targeted measures based on findings.
• Problem Solving: Identify challenges faced by our customers and develop customized solutions to address them.

Your fitness level

• Education: Hold a degree in business (Business Administration, Management) or a comparable professional qualification.
• Professional Experience: Have at least two years of experience in sales or customer success.
• Customer Centricity: Identify client needs through targeted questioning and offer customized solutions to build trust while maintaining a clear sense of commitment.
• Coordination: Possess strong project management skills and manage multiple work-streams effectively without losing sight of the big picture.
• Work Style & Software Tools: Demonstrate high self-organization, drive measurable success, and are proficient in Excel and MS Office; Salesforce experience is an advantage.

Your training goal for your first 6 months

• Training & Shadowing: Shadow a Customer Success team member during at least two onboarding sessions to learn best practices.
• Responsibility: Independently manage and execute at least ten onboarding sessions for new clients.
• Know-how: Fully internalize the entire customer journey and become an expert in all relevant KPIs and strategic measures.
• Onboarding Success: Achieve the activation targets defined in the target agreement by the third month for at least three of your customers.

The equipment we provide

• Modern Culture: Participate in a modern and international company culture where talent and passion are welcomed and heard in decision-making.
• Continuous Development: Develop your skills with varied, challenging tasks and regular feedback for a steep learning curve.
• Fit & Healthy: Free use of fitness venues across the Hussle network in the UK.
• Work-Life-Balance: Flexible working hours and 26 days of vacation per year.
• Compensation: Earn an OTE between £40,000 and £50,000 p.a., with 70% base salary and 30% variable component.
• Mentoring Program: Exchange knowledge and grow together across teams and locations through a self-organised mentoring platform.
• Hybrid Working: Work 2–3 days per week in a central London office in Paternoster Square, near St Paul's Cathedral, which has its own on-site gym.
• Fresh fruit, tea, coffee: Available in the office to keep you refreshed and energized throughout the workday.
• Discounts: Access a wide range of discounted offers (fashion, leisure, etc.) through the employee benefits portal.
• Annual workation: Choose to work from almost anywhere in the world for up to 4 weeks.