Gravity Haus’ Member Success Team

Meet the behind-the-scenes squad that makes the wheels go ‘round.

Gravity Haus has hit 4,500 members! That’s 4,500 adrenaline-fueled faces looking for the next big adventure, high country lodging, co-working space, high-performance gear, fitness classes, farm-fresh food and a modern mountain haus away from home.

Who’s in charge of their happiness and success? Director of Member Success Andrea Rosenthal and Manager of Member Success Dana Kaufman. And, because the powerhaus duo stays so busy, they have recently added a third teammate who we’ll introduce soon!

“Every win that Member Success has is a win for all of Gravity Haus,” Andrea says. “Truckee puts on a successful event. That’s a company win. A Vail fitness instructor gets a great review. That’s a Gravity Haus win.”

The small but mighty team focuses on creating positive member experiences. They answer member questions and respond to concerns (they’re on top of it and always respond within 48 hours), working with every Gravity Haus department to ensure members get the most bang for their buck.

“There’s not a facet of the business that we don’t touch,” Dana says. “We’re making them all harmonize and sing. We make sure members know we’re listening to them through emails, phone calls, Dryland staff and other member-facing teams bringing us messages.”

When a Denver-based member reached out to cancel his membership, the team learned he wasn’t getting to the mountains as much as he’d thought he would and wasn’t using his all-in membership. They were able to find a new membership plan that fit his needs better. Seek solutions, solve the problem — that’s the Member Success Team flow.

“If you’re not utilizing your membership, it’s like Netflix, you’re probably going to cancel it,” Andrea says. “We have a constant need to innovate and create and keep members engaged.”

Coming off a huge year of wins — bringing Gravity Haus Steamboat onboard, opening Unravel Aspen and more — the team is working on numerous member outreach and communication projects, thinking proactively to adjust and improve.

What makes for a successful Gravity Haus membership? Typically, Andrea and Dana say, the most satisfied members are involved in multiple aspects — they’re attending community events, using the co-working space, benefitting from fitness classes, enjoying lodging discounts. It’s an evolving experience. 

“We’ll never stop growing and offering more benefits,” Andrea says. “Our overnight hut trips, supper clubs and group camping trips are doing really well. Expect to see more of what’s working. More of what our members love.”

What are your goals as a Gravity Haus member? Are you aiming to hit 3 to 5 Dryland Fitness classes this week? Stay at all the Gravity Haus lodging properties? Attend a handful of JoinMe events? It’s really all about getting what you need from your membership. The Gravity Haus Member Success Team is here to make sure that happens.