About Us:
Core (LP) is a high-energy, community-driven fitness studio focused on Pilates-Inspired Strength Training. We deliver results, connection, and a fun, supportive environment. We’re looking for a Customer Success Manager (CSM) who will own the client experience, build lasting relationships, and help members achieve their goals while protecting revenue.

The Role:
As a CSM, you are the human connection point between the brand and our members. You’ll guide clients through their journey, ensure retention, drive engagement, and support growth — all while creating a warm, inspiring, and motivating experience. This role is key to sales, retention, and client experience. If you love the people part of fitness outside of coaching, this role is for you.

Who You Are:

• Warm, confident, and proactive communicator

• Lives a fit, active lifestyle and is part of the C(LP) community

• Skilled at building relationships and handling sensitive conversations

• Organized and able to track client journeys and KPIs

• Sales oriented, comfortable with talking on the phone, and interacting with leads & clients

• Proactive and community oriented

Key Responsibilities:

New Client Experience

• Lead nurture and follow-up

• Book and conduct FREE New Client Consults

• Deliver a welcoming experience and onboarding

• Explain services, pathways, and expectations

• Trigger and oversee automations

• Book and lead 90-day goal review sessions 

Client Relationships & Retention

• Own retention strategy and conversations

• Proactively check in with clients via phone calls, voice memo, email and texts

• Handle sensitive membership conversations

• Conduct reactivation outreach

• Manage member journey tracking

• Identify risks and intervene early

• Leading Goal Reviews 

• Monthly Newsletters 

• Scheduling Monthly Pop-Ups

Sales & Growth

• New Client Consult conversion

• Membership upgrades (relationship side)

• Re-signs and re-ups

• Identify opportunities for added value

KPIs

• Lead → NSI → Sign-up conversion

• Retention & save rate

• Reactivations

• Client satisfaction indicators

What This Role Does NOT Do:

• Process billing or administrative tasks

• Update websites

• Handle payroll prep

• Manage backend scheduling

• Administration tasks

Why You’ll Love Working Here:

• Be the key connection between members and a results-focused, high-energy fitness brand

• Make a meaningful impact on client success, retention, and studio growth

• Work in a supportive, fun, and active environment

Hybrid Role: Estimated 10 hours per week