Member Success Manager

Midtown Athletic Clubs

City of Rochester (NY)

On-site

USD 60,000 - 75,000

Full time

2 days ago

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Benefits offered by this job

Complimentary club membership

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Parental leave

Flexible Spending Accounts

Life and disability insurance

Professional development

Employee discounts

Job summary

Midtown in Rochester, NY is seeking a Membership Success Manager to lead our on-site Membership team, drive new memberships, manage a healthy pipeline, and deliver exceptional member experiences.

You will coach staff, forecast opportunities using CRM data, and collaborate with Fitness, Racquet Sports, Hospitality, and Marketing to create events, referrals, and member engagement opportunities.

Qualifications

At least three years of sales, membership, hospitality, or business-development leadership experience.
Experience managing a pipeline, using CRM technology, interpreting performance data, and translating forecasts into priorities, schedules, and execution.
Ability to lead events, generate referrals, and build corporate relationships for a luxury brand.

Responsibilities

Lead, coach, schedule, and manage Membership team to achieve new memberships and pipeline health.
Develop and maintain a rolling 60-day pipeline with qualified leads from multiple channels.
Forecast opportunities using CRM data and coordinate with club leaders across departments to maximize acquisition and belonging.
Ensure timely follow-up and personalized member onboarding, orientation, and introductions to key experiences.

Skills

Sales leadership

CRM experience

Relationship building

Team coaching

Tools

CRM software

Job description

MEMBERSHIP SUCCESS MANAGER

About Midtown

Midtown exists to inspire people to become their best selves through the power of movement, connection, and belonging. Founded in 1970, Midtown has grown from one tennis club in Chicago to owning and operating eight luxury athletic clubs across the United States and Canada.

Job Overview

On-site, full-time leadership role location: 200 E Highland Dr, Rochester, NY 14610. Schedule flexibility is required, including early mornings, evenings, weekends, and holidays based on prospect patterns, club traffic, events, and team coverage. member-facing role that includes frequent movement throughout the club, tours, events, community outreach, digital communication, and extended periods of standing or walking.

How You’ll Contribute

Lead, coach, schedule, and hold the Membership team accountable for new memberships, conversion, pipeline health, lead generation, new-member experience, referrals, and timely follow-up against clear monthly expectations. Set clear monthly lead-generation expectations and coach the team to maintain a rolling 60-day pipeline by generating qualified leads beyond those provided through marketing, including referrals, club events, onsite engagement, corporate and community relationships, and follow-up with warm prospects. Coach highly personalized, consultative sales practices that earn trust, guide confident decisions, that create referrals, then ensure the same personal attention continues through enrollment, new-member orientation, introductions, and follow-up. Use CRM, pipeline, historical demand, and prospect-activity data to forecast opportunities, assign ownership, maintain clear next steps, and align team coverage with high-traffic and high-opportunity periods. Partner with club leaders and teams across Fitness, Racquet Sports, Hospitality, Spa, Food & Beverage, and Marketing to produce events, partnerships, referrals, and experiences that strengthen acquisition, engagement, and belonging.

What You’ll Need to Succeed

At least three years of sales, membership, hospitality, or business-development leadership experience, with a record of developing people and achieving team goals. Strong coaching, communication, relationship-building, and accountability skills, with the judgment to balance growth expectations and member experience. Experience managing a pipeline, using CRM technology, interpreting performance data, and translating forecasts into priorities, schedules, and consistent execution. Confidence building community and corporate relationships, leading events, generating referrals, and representing a luxury hospitality or wellness brand. Adaptability, organization, follow-through, and a genuine interest in helping prospects and members build lasting connections to the club. Across all roles, candidates must demonstrate alignment with Midtown’s core values: Win together, Glass half-full, Passionate about helping others, Better than yesterday, and Kind.

How You’ll Know You’re Successful

The Membership team consistently generates qualified leads, maintains a healthy 60-day pipeline, and achieves the club’s new-membership, conversion, and net membership goals. Prospects and new members experience clear direction to begin their membership, personalized guidance, timely communication, and strong introductions to the people and experiences most relevant to them. Team schedules, CRM records, forecasts, events, referral activity, and follow-up plans reflect disciplined preparation and execution. The Senior Leadership Team fully integrate your leadership experience, viewpoints, and feedback into club tactical and operational decision making. Cross-functional partnerships create measurable opportunities, and the Membership team operates with shared accountability, strong coaching, and reliable coverage.

Compensation & Benefits

Compensation Range: $60,000-75,000 annually, plus bonus potential. The final offered compensation will be based on several factors, including the candidate’s experience, skills, qualifications, location, and internal pay equity.

Benefits

Some of the benefits offered to eligible team members include:

Complimentary individual Midtown club membership
Associate discounts, recognition programs, and professional development support
Medical, dental, and vision insurance (where applicable)
401(k) retirement savings plan with company match
Paid time off and paid parental leave
Flexible Spending Accounts
Life, AD&D, and disability insurance
And more!

Please refer to our benefits overview for full details: https://careers.midtown.com/about-us/benefits/

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.

About Our Company

We work at Midtown to inspire people to transform their lives—and we do our job well. Our members stay longer than any other major athletic club chain in North America because we are committed to providing resort-like environments, personal attention, and strong communities at every one of our clubs. We believe all three of those pillars start with attracting and growing rock star talent at every level of our organization.

Who We Want

We’re looking for people that share our core values: kind individuals who want to win together, see things as the glass half full, are passionate about helping others, and strive to always be better than yesterday.

Associate Benefits

Members of the Midtown team receive: