Customer Success Manager
About the role
We are looking for a Senior Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 37 members toward its next inflection point.
Key Responsibilities
Own the full onboarding process end-to-end for every new member closed by Sales
Execute welcome communications, account setup, platform access, and first-touch orientation
Ensure every new member understands the club's structure, deal mechanics, SPV participation process, membership tier benefits, and Roundtable cadence before the relationship transitions into ongoing member success
Build and maintain a repeatable onboarding playbook that can scale as membership grows
Define and track time-to-first-deal as the primary onboarding success metric — from closed-won to first SPV participation
Member Support
Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot
Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling
Maintain a clear, professional, trustworthy voice consistent with the club's positioning — these are accredited, sophisticated investors
Drive renewals and tier upgrades (Council Member → Principal → Chairman) through proactive relationship management
Member Engagement
Proactively engage members across the lifecycle — post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recap
Drive Roundtable attendance and participation (12 calls/year is the official member-call cadence)
Host and lead The Roundtable calls — run the room with presence and polish, drive discussion among high-net-worth members, and keep sophisticated investors engaged on live calls
Test and refine engagement playbooks; work with the team to systematize what works
Define and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signal
Spot at-risk members early — flag stalled engagement, missed Roundtables, unanswered deal materials — and re-engage before renewal risk crystallizes
Move members up the engagement ladder and tier ladder over time
Analytics and Reporting
Become the operator-level expert on the club's HubSpot instance
Maintain the member access-fee ledger and any successor systems for revenue tracking
Define and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-deal
Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline
Cross-functional Support
Collaborate with the team on tooling, process, and member-facing initiatives
Help build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member base
Take on adjacent admin and ops work as needed — this is a small team, hands-on role