Client Success Manager, Fortitude Strength Club
2 weeks ago
**Fortitude Strength Club** is a semi-private personal training facility founded by Dan Trink and Kyle Fields in 2015 with 4 locations in NYC. The Fort is a place where we take training seriously and do what works in order to create an environment for our members to become their most powerful selves. We offer hour-long strength and conditioning sessions capped at 4 people led by expert trainers that are challenging for the most experienced members yet approachable for beginners.
We are looking to hire a Client Success Manager for our multiple locations - whose main function is to interact with clients to make sure that their needs and results are being attended to and that every client feels like they have a point of contact should questions, issues, or needs arise. The CSM will be evaluated by client retention/churn.
**Client Success Manager Roles & Responsibilities**
In addition to spending about half of their time (20 hours/week) on the training floor coaching, the CSM will also oversee:
**1) Client Nurture**
- Reach out to clients at a regular cadence throughout their membership cycle (both introductory and recurring members)
- Reach out to clients who have not come into the gym on a weekly basis
Measurable: Retain over 75% of clients from their introductory membership into a recurring membership cycle.
**2) New Client Sales, Onboarding, and Ascension**
- In conjunction with the General Manager, lead potential client in-person gym tours
- New Client onboarding (scheduling, app, policies, etc.)
- Follow-ups/nurture (utilizing the Sales Playbook)
- Ascensions (trial to membership)
Measurable: minimum 50% trial-to-membership ascension rate, quarterly
**3) Ongoing Client Retention Efforts and Feedback**
- Plan and execute out-of-gym community events
- Report KPIs to the leadership team
- Solicit online reviews from clients
- Celebrate client achievements in-gym (milestone cards, HOF plates, etc.)
- Conduct exit interviews with any clients leaving the gym
Measurable: Client retention/feedback: Enrollments/churn goals (>1600 and
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General Fitness Manager, Fortitude Strength Club
2 weeks ago
New York, United States The Fort NYC Full time**Fortitude Strength Club** is a semi-private personal training facility founded by Dan Trink and Kyle Fields in 2015 with 4 locations in NYC. The Fort is a place where we take training seriously and do what works in order to create an environment for our members to become their most powerful selves. We offer hour-long strength and conditioning sessions...
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New York, United States The Fort NYC Full time**Fortitude Strength Club** is a semi-private personal training facility founded by Dan Trink and Kyle Fields in 2015 with 4 locations in NYC. The Fort is a place where we take training seriously and do what works in order to create an environment for our members to become their most powerful selves. We offer hour-long strength and conditioning sessions...
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