We're hiring · Palo Alto
Member Success Coordinator
The person at PerformanceGaines whose job is to know every member — and to make sure what each of them is getting from us fits what they actually need.
Who we are
PerformanceGaines is a training home in Palo Alto for people who already know fitness works. We don't sell transformation. We build the infrastructure that supports who someone is becoming, and we do it through relationships that last years, not sign-up cycles. The building holds a coaching floor, a Longevity program, and a community of independent coaches and practitioners who work here.
The relationship is the product. This role owns it.
What you'll do
Your mornings are spent with the community — roughly 7 to 11, when most of our members come through. You'll greet people by name, be present and visible, and take care of what members need before it becomes a problem. Between conversations you'll keep the record: who you talked to, what they said, what they're here for.
You'll meet every new member in their first week and check in with them as they settle in. When someone hasn't been in for a while, you'll reach out personally. When someone asks to cancel, you'll have a real conversation first — not to keep them, but to find out what would fit them better right now, whether that's a hold, a different membership, coaching, or the cancel itself.
You'll answer every new inquiry the same day, hold the short intro calls for our general memberships, and run the follow-up so nobody who reaches out is left waiting. You'll keep the inbox and the front-desk line clear: billing, holds, schedules, questions. You'll run our monthly community challenges, put birthdays and milestones on the board, and celebrate people out loud.
Each Friday you'll send a short written report to Chris, the founder, with the week's numbers and what you noticed. Every other week you'll have a 15-minute stand-up with him. You'll also manage one part-timer who covers evenings and weekends.
This is not a desk job with a better title. The desk hours are your office hours. The job is the relationships.
Who this is for
Someone organized and warm who remembers names and notices when something's off. Someone who would rather find the answer and get back to a person today than say "I'll have to ask." Someone who wants real ownership of something — and a schedule that fits their life — more than they want a title or a corporate ladder.
You may already be a PG member, or know a place like it. You don't need a fitness background. You do need to be comfortable with software (we run on GymMaster, Mailchimp, and a door-access system you'll learn), with a phone, and with people who are busy and don't want to repeat themselves.
What the role is not
Not coaching. Not marketing strategy. Not sales pressure. We don't compete on wage, and we don't hire people to hit quotas. We hire people who care whether the members are okay, and we measure the role on whether they are.
The details
Hours. 20 a week minimum, up to 25–30. Roughly 7–11am Monday through Friday with the community; any additional hours flexible, in the building.
Pay. $48,000 to $60,000 a year, based on performance. You start at $48,000; pay is reviewed at 90 days and again at six months against clear standards we'll share with you before you accept. After the probationary period there's a bonus on memberships you close.
Included. A PG membership, and access to some of the best coaches in the Bay.
Start. October 2026, with a 90-day ramp alongside the founders, our head Longevity coach, and the current front-desk team.
Where. 3788 Fabian Way, Palo Alto. In person.
How to apply
Write to Chris Gaines, the founder. Skip the cover letter. Tell us about a place where you made people feel known — a job, a team, a community, anything — and what you did there that made it work. Attach a résumé if you have one; it's not required.
Email ChrisWe're interviewing four or five people and hoping to have someone start in October. We'll reply to everyone who writes.
PerformanceGaines is an equal opportunity employer. We're located at 3788 Fabian Way, Palo Alto, CA 94303 · (650) 521-0316 · performancegaines.com