Member Success Coordinator

About the role

We are Sundae, a company dedicated to helping homeowners navigate the complexities of selling a property that needs repairs or updates. Our mission is to provide transparent and efficient solutions to those facing challenging selling situations. We operate a rapidly growing membership platform that connects motivated sellers with experienced real estate professionals who can offer tailored solutions.

Key Responsibilities

• Coordinate member onboarding from signed agreement through launch readiness.
• Manage onboarding timelines, milestone completion, launch checklists, and key dependencies.
• Ensure members complete required training, technology setup, documentation, and operational readiness activities.
• Cook up onboarding communications, welcome materials, and launch activities that contribute to a professional and engaging member experience.
• Partner with Finance and Revenue Operations to monitor onboarding-related payments, documentation, and launch requirements.
• Help ensure members complete all requirements necessary to successfully launch and begin receiving opportunities.
• Support membership renewal processes, including member outreach, coordination, documentation, and internal follow-up.
• Serve as a primary point of contact for members throughout onboarding and ongoing engagement with Sundae.
• Conduct periodic member check-ins to gather feedback, strengthen relationships, and better understand member needs.
• Identify, document, and escalate member concerns before they become larger issues.
• Help monitor member satisfaction and surface opportunities to improve the overall member experience.
• Coordinate member communications, milestone recognition, engagement activities, and other initiatives that strengthen member relationships.
• Partner with leadership to ensure member feedback is incorporated into ongoing business and operational improvements.
• Maintain onboarding documentation, training materials, member resources, and internal process documentation.
• Identify opportunities to improve onboarding workflows, communication processes, and operational efficiency.
• Leverage technology, automation, and AI tools to improve member support, communication, and operational effectiveness.
• Contribute to the ongoing development of systems and processes that support a best-in-class member experience.

Who You Are

• Combine exceptional organizational skills with a genuine passion for helping people succeed.
• Comfortable managing timelines, coordinating projects, following up on action items, and building trusted relationships.
• Experience in customer success, account management, project coordination, client services, operations, implementation, or a related field.
• Strong project coordination skills with a proven ability to keep timelines, deliverables, and commitments on track.
• Excellent written and verbal communication skills.
• Comfortable following up consistently and professionally to ensure commitments, deadlines, and onboarding requirements are completed on time.
• Highly detail-oriented with the ability to manage complex processes without losing sight of the bigger picture.
• Service-oriented with a genuine desire to help people succeed.
• Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
• Able to work independently while collaborating effectively across teams.
• Experience working with project management and collaboration platforms such as ClickUp, Asana, Monday.com, Trello, or similar tools.
• Experience with Salesforce, Google Workspace, and other business productivity tools is a plus.

What Success Looks Like Within Your First 12 Months

• Deliver a smooth, professional onboarding experience that helps members launch successfully and on time.
• Build trusted relationships with members and serve as a reliable point of contact throughout the member journey.
• Proactively identify and address member concerns before they become larger issues.
• Improve onboarding, communication, and renewal processes as the membership platform scales.
• Create greater visibility, accountability, and consistency across the member onboarding and engagement experience.
• Help foster a member experience that drives engagement, satisfaction, retention, and long-term success.

Why Sundae

• Be part of a mission-driven company helping homeowners achieve the best possible outcome when selling a home that needs repairs or updates.
• Play a critical role in shaping and improving the member experience across a growing national membership platform.
• Work directly with company leadership and have a measurable impact on member satisfaction, retention, and long-term success.
• Collaborate with talented teammates across marketing, sales, operations, technology, finance, and revenue operations.
• Competitive compensation, equity opportunity, comprehensive benefits, and generous PTO.
• Remote work environment with a preference for candidates located in the San Diego area.