Gympass

Client Success Executive

Gympass

full-time

Posted on:

Location Type: Hybrid

Location: Milan • Italy

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About the role

  • Own and manage a portfolio of B2B clients, ensuring successful implementation, onboarding, adoption, engagement and renewal.
  • Define and implement tailored customer success and engagement playbooks and processes for Wellz clients.
  • Build strong relationships with key stakeholders (Internal and external), understanding their business goals and challenges and support business evolution.
  • Designing and overseeing the HR experience journey for Wellz clients. This includes defining and managing processes that ensure successful implementation, onboarding, adoption, and renewal, acting as the owner of the HR experience , and the owner of user adoption experience.
  • Monitor account health and user adoption and proactively address risks or red flags.
  • Analyze product usage data to generate insights and drive value-based conversations.
  • Collaborate with internal teams to advocate for customer needs and design processes.
  • Lead regular business reviews and present impact reports to clients.
  • Build and lead user engagement campaign to improve user adoption.
  • Drive upsell and cross-sell opportunities.
  • Ensure high Net Promoter Score (NPS), retention rates, and overall customer satisfaction.
  • Contact with specific systems and platforms and how to use; Excel, Pipedrive, Jira.
  • Contact with stakeholders internal/external; Clients (HRs), Engagement, product, finance, support , etc.
  • Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

Requirements

  • Proven track record in implementation and strategic management of large-scale accounts.
  • Expertise in driving product adoption and executing strategies to maximize user retention.
  • Fluent/Native Italian and Proficient English are mandatory for stakeholder interaction.
  • Highly comfortable negotiating with C-level executives and managing high-hierarchy relationships.
  • Skilled in leading professional webinars and high-impact presentations for diverse audiences.
  • Strong analytical capacity and organization to handle dynamic priorities with flexibility.
  • A self-starter with a high sense of urgency and the ability to work independently.
  • Excellent interpersonal skills with a focus on teamwork and persuasive negotiation.
Benefits
  • Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
  • Health insurance.
  • As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.
  • Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
  • We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!).
  • Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
  • Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
  • You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
implementationstrategic managementproduct adoptionuser retentiondata analysisnegotiationpresentation skillscustomer successengagement strategiescampaign management
Soft Skills
interpersonal skillsteamworkpersuasive negotiationanalytical capacityorganizationflexibilityself-startersense of urgencyrelationship managementcommunication