Sales Lead, Sales, Customer Success Mgr.​/ CSM

Sales Lead – ROQ Climbing

Build and scale a high‑performance sales engine for our climbing‑based group training. Own and optimize the intro‑to‑membership conversion engine, retention activities, and churn‑reduction tactics. This is a new category that requires innovation, a builder mindset, and tenacity.

• Own conversion performance: drive intro class → membership conversion, engage first‑time visitors pre‑ and post‑class, guide customers to book next visit, and manage conversion KPIs weekly.
• Build and systemize the sales process: develop and refine post‑class conversion scripts, build follow‑up messaging via SMS/email, create objection‑handling frameworks, establish a repeatable, scalable sales system, and ensure consistency across all customer touchpoints.
• Lead follow‑up and pipeline management: oversee all inbound leads and intro participants, ensure timely high‑quality follow‑up (especially within 72 hours), manage CRM workflows, track leads, and optimize conversion through data and iteration.
• Train & develop the sales team: train front‑desk staff and coaches on sales conversations, customer experience standards, and conversion best practices; run weekly role‑play and coaching sessions; establish accountability and performance standards.
• Collaborate cross‑business: partner with marketing to improve lead quality, align class experience with conversion across the coaching team, and report performance and opportunities to leadership.
• Build retention & churn reduction systems: improve second visit conversion, early member engagement, reduce membership cancellations, and support long‑term LTV growth.

• Intro → next step conversion rate
• Membership conversion rate
• Time to second visit
• 14‑day retention

• High‑touch membership sales / hospitality
• Building, implementing, managing, and iterating sales strategies and tactics
• Managing a book of leads to successful conversion outcomes
• Coaching and developing others
• Working in and building sales systems, automations, and outreach practices in a CRM
• In‑person sales in one‑on‑one and group settings
• Virtual sales through SMS, email, etc.

• Improved conversion metrics in a previous role
• Understanding how to sell without being pushy
• System‑thinking mindset, not just isolated interactions
• Ownership of outcomes, not just activity
• Comfortable in a startup environment, proactively owning system development rather than plugging into existing ones
• Growth‑oriented and ambitious

• Base salary: $65,000–$85,000
• Performance bonus: tied to conversion + revenue targets, no cap
• Additional commission opportunities