The members you lose quietly
Here's the part of retention that hurts most: you rarely see it happening. A member starts booking a little less. They skip the week they used to never miss. Their name stops coming up in the studio. Nothing sets off an alarm — until the cancellation email lands, and by then the relationship is already over.
Industry data puts it starkly: up to half of new members leave within their first three to six months. Not because they stopped caring, but because personalized attention is the first thing that breaks when a lean team is stretched across a full schedule — or across several locations. Retention becomes reactive. And reactive retention is quiet revenue walking out the door, plus a team quietly burning out trying to catch it all by feel.
Retention shouldn't depend on you
Most owners we meet are already doing the right things. The problem isn't effort or care — it's that the whole system depends on one or two people noticing the right signal at the right time, on top of everything else the day demands.
That's the shift the Founding Operator Program is built around: moving from founder-mode to system-mode. Retention stops being something you personally have to catch, and becomes something that runs — consistently, in your voice, whether you're on the floor teaching or away for the weekend. Your CRM can't do that. A CRM stores what already happened. It can't decide who needs attention today and actually reach out. That's a different job, and it's the one we take on with you.
What the Founding Operator Program actually is
The NexScale Founding Operator Program is a partnership, not a purchase.
It's a small, hand-picked cohort of wellness & fitness business owners & operators we work with closely and personally — a founding group we're building alongside as we grow. Members of the cohort get a special introductory offer layered on top of the standard NexScale offering, but the real value isn't the pricing. It's the access, the attention, and the fact that your success in these early months directly shapes the product.
You're not buying software and being handed a login. You're joining a group of operators who are figuring out the founder-to-system transition together, with the NexScale team — and our founder personally — in the room for the first stretch.
What's inside
At the center is NexScale Chloe™, the operator's AI Business Partner. Chloe sits on top of the systems you already run — Mindbody, Mariana Tek, WellnessLiving, Glofox, Punchpass, Zen Planner, PushPress, Walla, PodPlay, and more — so nothing about your current setup has to change. From there, Chloe does what a great operations partner would do if you could clone one and give them your full member history:
Chloe predicts churn early, flagging who's likely to disengage six to eight weeks ahead from real attendance and booking patterns — long before it shows up in your numbers. Then Chloe acts. Personalized SMS and email go out automatically, written in your brand's voice and tuned to each member's language and history, and Chloe listens and adapts based on how they respond. It learns, remembers, decides, acts, reflects, and reports back — like a trusted teammate who keeps you informed with a daily brief and a monthly executive report, across every location. Not a dashboard you have to go read. Not a chatbot waiting for prompts. A partner that decides what matters and takes action.
On top of NexScale Chloe offering, founding operators get a few things that only exist at this stage:
Weekly strategic sessions with our founder
For roughly the first three months, you sit down with Dr. Soodeh Farokhi, NexScale founder, directly to triage your top retention & growth challenges — especially the 90-day new-member onboarding window and the retention metrics that actually move growth. This is founder-to-founder problem-solving, not a support queue.
A complimentary end-to-end integration runway
If you're on a CRM we haven't integrated yet, you get a full month of Chloe's complete offering at no cost while our team handles the entire API integration for you.
A multi-location view
Run more than one location? Deploy Chloe across them and compare retention trends side by side, so you can see what's working where — and move the playbook that wins to the rooms that need it.
The founder-to-founder promise
Our founder built NexScale after 17-plus years building and scaling software and AI products — and she knows what it's like to carry a business on her own judgment. That's why the founding stage looks the way it does. You get her directly in your corner for the first months, and a team that treats your retention like our own.
Here's the honest goal we work toward: lift your retention and see recovered revenue within the first three to six months of deployment. Retention compounds — even a modest lift, say around 5%, can meaningfully improve the economics of your business without adding a single acquisition dollar or extra staff. The sooner it becomes a system, the more of that revenue you keep instead of chasing.
Own your retention instead of renting it
If you've been leaning on a paid consultant or agency retainer to shore up retention, this is how you stop renting that expertise and start owning it. A consultant advises, sends the deck, and moves on — and the work still lands back on your desk, month after month, invoice after invoice. Chloe is different in kind: it puts the retention system inside your business and runs it every day, so the capability lives with you. You become independent — not dependent on someone else's availability, calendar, or retainer. The strategy sessions in your first months are there to hand you the thinking, so that when they wind down, you're not left needing anyone else to keep it going.
Why join now
Founding cohorts are small on purpose. High-touch support — weekly time with the founder, hands-on integration, a team that knows your business deeply — can only go to a handful of operators at once. That's not a marketing tactic; it's the math of doing it well. Once this founding cohort is full, the founder-level access and introductory terms close with it, and the next operators come in on standard terms.
And because retention compounds, the earlier you turn it into a system, the more it returns over the life of every membership. The operators who move first don't just save the members they'd have lost this quarter — they build a durable advantage the ones who wait are still trying to catch up to. Waiting isn't neutral; it has a quiet cost of its own.
Who it's for
This is built for operators with ambition to grow — multi-location groups, and single-location studios and clubs that fully intend to scale. Across yoga, hot yoga, Pilates and reformer, barre, Lagree, cycling, rowing, HIIT, CrossFit, functional fitness, Hyrox, premium fitness clubs, racquet and padel clubs, recovery and wellness centers, and community or membership organizations — if you're adding locations, growing your member base, or fighting to hold personalized member attention as you expand, you're exactly who we built this for.
And let's be just as clear about who it isn't for. If you run a single studio, you're happy at your current size, and growth simply isn't the goal, this won't be the right fit — and we'd rather tell you that than sell you something you don't need. The Founding Operator Program exists to help ambitious operators turn retention into the engine that carries them to the next stage.
See it on your own data
The best way to understand what Chloe would do for you is to see it against your actual retention gaps — no slides, no guesswork. We're onboarding a limited number of founding operators, so if it's a fit, the simplest next step is to look at your own numbers together.
Want the details first? Here's the offering one-pager, and answers to common questions in our FAQ.
