Member Success Coordinator

Who we are

PerformanceGaines is a training home in Palo Alto for people who already know fitness works. We don't sell transformation. We help people build the habits that support who they are working to become, and we do it through genuine relationships and problem solving. This role owns those relationships. The facility contains a training floor, a Longevity program, and a community of independent coaches and practitioners who work side by side.

About the role

We're looking for a Member Success Coordinator to join us in Palo Alto. You'll be the first person our members and visitors see in the morning, and the person they come to when they need something. You set the tone for what it feels like to walk in here.

The job is sales, done through relationships. You'll bring the next members in: the inquiries, the intro conversations, the follow-up, the ask, the close. And you'll keep them, which is the half most salespeople skip and the half we measure hardest. You'll work alongside the founders, our head Longevity coach, the coaches, and the practitioners who share the building, and you'll manage the front desk team.

We're looking for someone organized, proactive, and resourceful who has sold a service for a living, can tell you their numbers, and kept the customers after the sale. Someone who anticipates what people need and would rather build a community than work a desk. You'll have more say over your schedule than most jobs give, and more responsibility for everyone else's. If that's you, we'd like to hear from you.

What you'll do

• Answer every inquiry the same day, hold the intro conversations, ask for the decision, and close the memberships that fit.
• Run the follow-up until it's a yes or a clear no. Nobody sits in maybe.
• Turn relationships into referrals: the spouse, the friend who just moved, the practitioners' clients who come through the lobby.
• Greet our members by name and take care of what they need.
• Welcome new members and help them settle in over their first weeks. Notice when someone has gone quiet and reach out.
• Manage the front desk team: their schedules, their standards, and the first conversation when something slips.
• Handle the day-to-day: billing questions, holds, scheduling, the inbox and the phone.
• Keep up our online presence and the community calendar.

What success looks like

The role hits its stride in the first three months. By then you know every active member by name, new members are settling in well, the front desk team runs on your schedule and your standard, the memberships you closed are still here, and mornings run smoothly. We measure the role on a few numbers, mostly retention and the memberships you bring in, and we'll walk you through them before you accept so you know exactly what the job is.

What you'll need

• You've sold a service for a living, not as a side task. You've held the conversations, asked for the decision, handled the objection, and followed up until it closed. You can tell us roughly how many conversations it took to get a yes and how many of those customers were still with you a year later.
• You've managed people. You'll manage the front desk team.
• You remember names and notice when something's off.
• You write clearly.
• You pick up software quickly (GymMaster, Google Workspace, Mailchimp) and use AI tools to handle the repetitive parts.
• You're discreet with other people's billing and personal business.
• You're steady when the morning doesn't go to plan. Some of this job is on this page and some of it is whatever needs doing that day.
• You can work the morning block, including opening the building, through a ramp-up period. After that you set your hours around when members are here, mornings and afternoons both. When a desk shift is uncovered and no one else can take it, you can. The job is in the building. This isn't remote.
• You have a track record. This isn't a first job. You don't need a fitness background or a degree.
• This is a sales job at its core, done our way: no quotas, no scripts, a bonus on every member who stays, and you'll see the people you sign every morning, so they have to have been the right fit. Customer service alone won't be enough here. If you've never asked someone for a decision, this isn't the role. It also isn't a coaching job or a stepping stone to one.

The details

PerformanceGaines is an equal opportunity employer. We're located at 3788 Fabian Way, Palo Alto, CA 94303 · (650) 521-0316 · performancegaines.com