Member Success Manager

The Opportunity & Your Impact

Midtown is looking for a Membership Success Manager to lead a high-performing Membership team and expand the club's ability to create demand, welcome new members, and build lasting relationships. You will coach a team that owns the full membership journey, from lead generation and consultative selling through onboarding, follow-up, and referral development. As a member of the club Senior Leadership Team, you will connect membership growth priorities with the daily rhythm of the club and help every department contribute to a stronger prospect and new-member experience.

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 integrates 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 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!

• 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.