Responsibilities

• You'll oversee member acquisition, onboarding, customer support, retention, referrals, and reactivation while building scalable systems that improve both the customer experience and business performance.
• Own the entire member journey from the first inquiry to years into a membership.
• This isn't just a CRM, marketing, or customer support role. We're looking for someone who thinks like both a growth strategist and an operator.

Requirements

• 5+ years of experience in customer experience, CRM, customer success, membership, or subscription businesses
• You've owned the customer journey from acquisition through retention and reactivation
• Experience managing customer support operations, ticketing systems, and customer communications
• You understand customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management
• You enjoy using automation and technology to improve efficiency without sacrificing a premium customer experience
• Have successfully improved customer retention, engagement, or lifetime value
• You're highly analytical and enjoy making decisions based on data
• Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus

Preferred

• Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus

Benefits

• Medical, dental, and vision insurance
• Paid time off
• 401(k)
• Complimentary New York Pilates membership
• Employee merchandise discounts