Member Success Manager Jobs

FNS Training Club is more than a place to work out. We are a private training club built around exceptional coaching, community, culture, and connection.

Our mission is to help everyday athletes become stronger, healthier, and more confident through a personalized approach to training, nutrition, recovery, mindset, and accountability.

We believe every member deserves to feel seen, known, supported, and celebrated. From their first inquiry to their ongoing progress, every interaction is an opportunity to make a meaningful impact.

As FNS continues to grow, we're looking for a dependable, organized, and people-focused Member Success & Operations Lead to support our Chief of Operations and help deliver an exceptional member experience.

About the Role

The Member Success & Operations Lead is a hands-on position that combines member experience, personalized athlete support, membership inquiry coordination, and daily club operations.

You'll work closely with the Chief of Operations to ensure prospective members are guided through their introductory journey, current members receive ongoing support, and daily operations are completed accurately and efficiently.

This position is ideal for someone who enjoys working with people, has an interest in fitness and wellness, and is comfortable balancing administrative responsibilities with meaningful member interactions.

This is not a traditional front desk position or a sales management role. We're looking for someone who can take ownership of assigned responsibilities, provide personalized guidance to members, and help ensure nothing falls through the cracks.

Key Responsibilities

1. Member Experience & Success

• Create a welcoming, professional, and personalized experience for every member.
• Build genuine relationships with members and understand their individual goals, needs, and challenges.
• Assist members with questions regarding training schedules, club services, memberships, and amenities.
• Provide timely and professional communication through phone, text, email, and in-person interactions.
• Follow up on member concerns and ensure requests are resolved appropriately.
• Help members stay engaged, motivated, and connected to the FNS community.
• Identify opportunities to improve the member experience.
• Coordinate member birthdays, achievements, milestones, and recognition initiatives.

2. InBody Assessments & Personalized Athlete Guidance

• Conduct InBody body composition assessments after completing FNS training.
• Review results with members, including body fat percentage, skeletal muscle mass, and body composition trends.
• Help members understand how their results relate to their personal fitness goals.
• Provide general guidance on training consistency, nutrition habits, recovery, and accountability using FNS-approved coaching resources.
• Assist members in developing realistic action steps to support their goals.
• Conduct progress check-ins and help members track changes over time.
• Identify members who may benefit from additional coaching, personal training, or nutritional support.
• Coordinate with coaches to ensure members receive appropriate guidance.
• Document assessments, progress updates, and recommended follow-up actions.

FNS provides training and coaching education to help team members confidently guide athletes through assessments, progress discussions, and approved wellness recommendations.

3. Membership Inquiries & Discovery Call Support

• Respond to new membership inquiries through phone, text, email, and approved communication platforms.
• Explain the FNS philosophy, coaching approach, and membership application process.
• Assist prospective members in understanding the benefits of FNS Training Club.
• Conduct discovery calls after completing FNS training to learn about prospective members' goals, backgrounds, schedules, and expectations.
• Determine appropriate next steps based on established FNS membership procedures.
• Coordinate Introductory Experience appointments.
• Send appointment confirmations, reminders, and follow-up communications.
• Maintain accurate prospect records and communication notes.
• Ensure qualified prospects receive consistent follow-up.
• Communicate important prospect information to the COO and assigned coaches.
• Assist with preparing prospective members for membership conversations.

Final membership invitations, pricing exceptions, and closing decisions remain with the COO unless otherwise authorized.

4. Introductory Experience & New Member Onboarding

• Help coordinate personalized Introductory Experiences for prospective members.
• Prepare and conduct InBody assessments and introductory consultations.
• Assist with developing personalized athlete game plans and goal summaries.
• Prepare introductory materials using FNS-approved tools and templates.
• Coordinate personalized introductory videos and follow-up communications.
• Communicate prospective members' goals, limitations, and experience levels to assigned coaches.
• Ensure every prospective member feels welcomed, informed, and supported throughout the process.
• Assist with membership onboarding, account setup, and welcome communications.
• Help new members understand class bookings, club policies, amenities, and available resources.
• Coordinate follow-up check-ins to help new members establish a consistent training routine.

5. Member Retention & Accountability Support

• Collaborate with the coaching and retention teams to support member engagement.
• Help schedule accountability conversations and progress check-ins.
• Coordinate follow-up with members returning from membership holds.
• Assist with renewal reminders and member service follow-up.
• Identify potential barriers affecting member consistency and communicate them to the appropriate team members.

6. Membership Account Management

• Assist with member account updates, billing information, and payment inquiries.
• Coordinate approved membership holds, cancellations, renewals, and account adjustments.
• Ensure membership requests are documented and processed accurately.
• Follow up on outstanding balances and unresolved account issues.
• Explain membership policies clearly and professionally.
• Maintain accurate member records and administrative documentation.
• Escalate complex account issues or exceptions to the COO.
• Ensure timely follow-through on member requests.

7. Daily Club Operations & Administrative Support

• Assist the COO with daily operational priorities and administrative responsibilities.
• Support opening and closing procedures and front desk shift coordination.
• Monitor completion of daily operational checklists.
• Maintain cleanliness, organization, and presentation of the club.
• Assist with inventory, supply ordering, and facility maintenance coordination.
• Ensure member-facing areas, bathrooms, beverage stations, and shared spaces meet FNS standards.
• Help coordinate schedules, appointments, and internal communication.
• Maintain accurate records, reports, and task tracking systems.
• Identify operational concerns and communicate solutions proactively.
• Support implementation of new processes and company initiatives.

8. Front Desk Team Support

• Assist with coordinating daily front desk responsibilities.
• Reinforce FNS service standards and established procedures.
• Support training and onboarding of Member Experience Associates.
• Help ensure tasks and member follow-ups are completed.
• Communicate operational updates and unresolved issues during shift transitions.
• Support a collaborative, positive, and accountable team environment.
• Provide updates to the COO regarding operational needs and recurring concerns.

9. Community Engagement & Member Celebrations

• Coordinate member birthdays, training milestones, and achievements.
• Assist with Athlete of the Month recognition and member success stories.
• Maintain the member success wall and recognition calendar.
• Support club events, social activities, and community initiatives.
• Assist with capturing approved member progress and behind-the-scenes content.
• Help create an environment where members feel recognized, connected, and appreciated.

Other Support

• Coordinate communication between the front desk, coaching team, and COO.
• Identify opportunities to improve efficiency and reduce administrative workload.
• Assist with implementing new member experience and operational initiatives.
• Take ownership of assigned projects and communicate progress consistently.

Qualifications

Required

• 2+ years of experience in customer service, hospitality, fitness, wellness, or administrative operations.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Demonstrated reliability, accountability, and professionalism.
• Ability to manage multiple responsibilities in a fast-paced environment.
• Genuine interest in fitness, health, and helping people achieve their goals.
• Comfortable using scheduling, billing, CRM, and administrative systems.
• Ability to work independently and collaboratively.
• Willingness to learn FNS coaching, assessment, and member service procedures.

Preferred

• Experience in high level concierge service base.
• Familiarity with body composition assessments or InBody technology - can be trained.
• Experience supporting member onboarding, retention, or membership inquiries.
• Experience providing general fitness or nutrition education.
• Experience coordinating operational tasks or supporting a leadership team.

What We're Looking For

We're looking for someone who:

• Genuinely enjoys connecting with people and helping them succeed.
• Is reliable, organized, and takes ownership of responsibilities.
• Follows through without constant reminders.
• Is confident communicating with prospective and current members.
• Has an interest in coaching, fitness, nutrition, and wellness.
• Is comfortable learning how to review body composition results and support member goals.
• Notices details and takes initiative.
• Can balance personalized member care with administrative accuracy.
• Communicates proactively and approaches challenges with solutions.
• Wants to grow professionally as FNS continues to expand.

What Success Looks Like in Your First 90 Days

• Become proficient in FNS systems, membership policies, and daily operational procedures.
• Complete FNS training for InBody assessments and approved athlete guidance.
• Confidently assist members with body composition reviews and goal check-ins.
• Independently respond to membership inquiries and conduct trained discovery calls.
• Coordinate Introductory Experiences and new-member onboarding.
• Maintain accurate membership records and timely follow-up.
• Support consistent execution of daily front desk operations.
• Build positive relationships with members and team members.
• Demonstrate dependable follow-through and strong attention to detail.
• Become a trusted support resource to the Chief of Operations.

Compensation & Growth

Annual Compensation: $52,000–$60,000, based on experience, qualifications, and demonstrated capabilities.

FNS provides training in our member experience standards, coaching philosophy, InBody assessments, and operational systems.

Opportunities for professional development and increased responsibility may be available.

Why Join FNS Training Club?

At FNS, we believe exceptional experiences are created by people who genuinely care.

You'll be part of a team that values coaching, community, culture, connection, and continuous improvement.

This is an opportunity to develop your skills in member success, fitness coaching support, and business operations while making a meaningful difference in the lives of the athletes we serve.

If you're dependable, organized, people-focused, and passionate about helping others become better, we'd love to hear from you.

Apply today and tell us why you'd be a great fit for FNS Training Club.

Pay: $52,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Work Location: In person