Customer Success Manager - Reddish, Stockport

Life Leisure; Stockport; On-site; GBP 30,000 - 45,000; Full time

Job summary

A community-focused health organization in Stockport seeks a Customer Success Manager to enhance the membership journey. You will lead the Customer Success team, focusing on member satisfaction, retention, and community engagement. The ideal candidate is passionate about wellness, has strong leadership skills, and a commercial mindset. Benefits include free gym membership, discounts, and tailored wellbeing support.

Benefits

Free gym membership

Friends and Family discount

50% off swimming lessons

Tailored wellbeing support

Cycle to work scheme

Birthday Leave

Employee reward scheme

Qualifications

• Genuine passion for physical activity and wellness.
• Experience in managing change and responding to industry trends.
• Capability to inspire and motivate teams.

Responsibilities

• Lead the Customer Success team and direct member experience.
• Implement initiatives to improve member satisfaction and retention.
• Model and promote values in leadership and decision-making.

Skills

People-centric relationship building

Commercial mindset

Adaptability

Analytical skills

Leadership

Job description

Overview

As the Customer Success Manager, you will be responsible for delivering an exceptional end-to-end experience for all members, from initial enquiry through to their entire membership journey. You will lead the Customer Success team which includes the Customer Success Team Co-ordinator, Administrators and a Membership and Sales lead. You will implement strategic touchpoints, and drive initiatives that embody member satisfaction, retention, and community engagement. Your leadership will ensure that every member feels valued, supported, and motivated to remain part of our well-being community. You will lead by example with our WATCH principles as your guide.

Responsibilities

• Lead the Customer Success team (Customer Success Team Co-ordinator, Administrators and Membership and Sales lead) and direct end-to-end member experience from enquiry to membership journey.
• Implement strategic touchpoints and drive initiatives that improve member satisfaction, retention, and community engagement.
• Provide leadership to ensure members feel valued, supported, and motivated to remain part of the well-being community.
• Model and promote WATCH principles in day-to-day leadership and decision-making.

Qualifications / Skills

• Genuine passion for physical activity and wellness with a people-centric approach to building relationships across teams and customers.
• Commercially minded with a drive to maximise revenue through innovative product development and strategic market segmentation.
• Adaptability with proven experience in managing change and responding to evolving industry trends.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Natural leader capable of inspiring, motivating, and cultivating a high-performing team to deliver exceptional results.

Benefits

• Free gym membership
• Friends and Family discount
• 50% off swimming lessons
• Tailored wellbeing support
• Cycle to work scheme
• Birthday Leave
• Employee reward scheme