Member Success Manager – Remote

Our client provides integrated fitness and wellness destinations across Sydney that go beyond the traditional gym. True health requires more than just access to equipment, we set out to build spaces where fitness, recovery, wellness, and community come together under one roof. Home to more than 50 fitness professionals and nutrition experts.

The Member Success Manager will work remotely and report into the Head of Sales. This position is responsible for managing relationships with existing members to ensure satisfaction, retention, and growth. The Member Success Manager will also collaborate closely with the sales team to identify opportunities for upselling and cross-selling.

Responsibilities:

• Develop strong relationships with existing members
• Proactively reach out to members to understand their needs and address any issues
• Identify opportunities for upselling and cross-selling products or services
• Work closely with the sales team to drive member engagement and growth
• Provide regular reporting on member satisfaction, retention rates, and revenue generation
• Maintain accurate records of all customer interactions in CRM systems
• Collaborate with the sales team to identify upsell/cross-sell opportunities within the existing customer base
• Conduct regular check-ins with customers to gather feedback, address concerns, and identify potential areas for improvement.
• Manage a portfolio of existing customers, ensuring their needs are met and issues are resolved in a timely manner.

Qualifications:

• Bachelor’s degree in Business Administration or related field (desired)
• Certificate in Customer Relationship Management (desired)

Experience:

• 2+ years experience in customer success management or account management roles

Knowledge & Skills:

• Strong communication skills
• Ability to build rapport with clients quickly
• Strong problem-solving abilities
• Experience using CRM software (e.g. Salesforce)
• Proficiency in Microsoft Office suite
• Fluent English language skills
• Reliable internet connection