Customer Success Manager

Customer Success Manager - Gyms & Studios

Goal for this Role

The primary objective of this role is to ensure that our marquee gym and studio partners such as ClassPass, LifeTime, and Barry's are not only successfully onboarded onto the Truemed platform but also positioned for long-term growth. Onboarding involves setting up these partners to seamlessly accept HSA and FSA dollars from customers, ensuring a smooth and efficient implementation process. Beyond activation, the role is focused on maximizing revenue, awareness, and engagement by helping partners fully leverage Truemed's capabilities over time.

This is a highly outward-facing account management role. The person in this position will travel frequently to partner studio locations, attend key industry conferences, and organize events to drive awareness of Truemed across the fitness and wellness space. Success will come from pairing this in-person engagement with data-driven strategies, developed in close collaboration with Truemed's growth marketing team, to accelerate adoption and revenue growth.

Outcomes for this Role

1. Successfully Onboard New Merchants

The role begins with successfully onboarding gym and studio partners by leading the end-to-end Truemed implementation process. This includes ensuring that technical integration and marketing activation are seamless while setting each partner up for long-term success through strategic onboarding and on-site engagement. Close partnership with the growth marketing team will ensure that co-marketing initiatives and awareness campaigns launch quickly and effectively.

1. Be Merchant Obsessed

Once partners are onboarded, the focus shifts to being fully partner-obsessed. This means providing white-glove service to our most impactful gym and studio customers, regularly visiting locations to build deep relationships, educating teams on best practices, and gathering feedback to inform product and marketing improvements. A strong collaboration with growth marketing ensures partners receive ongoing campaign support that sustains engagement and performance at scale.

1. Drive Revenue Growth

Finally, the role is central to driving revenue growth across the gym and studio vertical. It involves identifying and executing creative, revenue-generating opportunities, project managing multiple high-priority accounts, hosting events to increase awareness of Truemed's offerings, and representing Truemed at conferences to expand the company's presence in the fitness and wellness industry. Acting as a trusted advisor, the role combines strategic account management with on-the-ground execution to deliver both implementation excellence and long-term business impact.

Values We're Looking for

• Mission Enthusiasm: Passionate about bringing health and wellness solutions like Truemed to the fitness and studio world, with a genuine interest in improving lives through better metabolic health habits.
• Intelligence & Growth Mindset: Learns quickly, adapts to new environments, and absorbs information rapidly. Understands when to take initiative and when to seek input from colleagues or partners. Enjoys working with high-performing teams and contributing to a culture of excellence.
• Willingness to Travel: This role requires a strong commitment to being in the field. You will regularly visit strategic partner locations, attend key industry conferences, and participate in high-impact events to build relationships, strengthen partnerships, and drive adoption and awareness of Truemed across the fitness and wellness industry.
• Critical Thinking: Thrives in dynamic, fast-changing environments, quickly identifies partner needs, and develops creative solutions. Makes decisions based on logic and data rather than habit or hierarchy.
• Proactivity: Takes ownership of partner relationships, brings new ideas for engagement, event activations, and revenue growth opportunities without waiting for direction.
• Flexibility & Adaptability: Manages shifting priorities and frequent travel demands effectively, staying focused on results while navigating evolving partner and market needs.
• Openness to Feedback & Collaboration: Responds to feedback with professionalism and curiosity, offering constructive input to improve team processes and partner experiences.
• Communication Excellence: Builds trust through clear, persuasive communication with gym and studio partners, internal teams, and event stakeholders. Comfortable representing Truemed publicly at conferences and industry events.

Qualifications

• Exhibits autonomy and maturity with a strong eagerness to create the best possible partner experience in fitness and wellness
• Willingness to travel frequently to partner sites, industry conferences, and events
• Backgrounds that could be a strong fit include outside account management, early-stage startup executives, business development professionals, or sales operations leaders
• Demonstrated history of successful execution, especially in growth-focused, customer-facing roles
• Proven ability to work cross-functionally and communicate effectively with internal teams and external partners
• Experience in event planning, conference representation, or field marketing is a plus
• Strong analytical skills and comfort with data-driven decision-making
• Ability to manage multiple high-priority accounts in a fast-paced environment
• Experience in growth marketing, partner success, or strategic account management is a plus
• Familiarity with fitness, wellness, or health-related industries is highly valued
• Hungry, hardworking, and excited to take ownership of outcomes that directly impact company growth