Member Success Manager

About the role

Roughly 400 solo entrepreneurs rely on you as their trusted advisor and main point of contact. You're the client-facing representation of our team and our brand. We're looking for people who truly care about helping solopreneurs build the businesses they're betting their livelihoods on. This is a proactive role, not a reactive one.

What You'll Do

• Manage and Grow Your Book of Business
• Manage a portfolio of approximately 400 members as their dedicated success manager.
• Build strong relationships and proactively engage members based on their goals, risks, and opportunities.
• Provide year-round support and guidance tailored to each member’s financial and business needs.
• Identify at-risk members and expansion opportunities, driving retention and growth within your book.
• Advise Members on Tax and Business Operations
• Educate members on S Corporations, tax strategy, reasonable salary decisions, and how Collective works end-to-end.
• Guide members through quarterly check-ins, estimated taxes, and ongoing business operations.
• Support members with questions related to tax, accounting, payroll, and business management.
• Deliver Exceptional Member Experience
• Respond to member inquiries within established service-level expectations.
• Actively manage and resolve member requests, escalating when appropriate.
• Conduct proactive member calls and check-ins to provide strategic guidance and support.
• Follow up on member feedback and surface actionable insights to internal teams.
• Stay Organized and Collaborate Cross-Functionally
• Maintain accurate documentation across Salesforce and internal systems.
• Complete assigned tasks and workflows in a timely manner.
• Partner cross-functionally to advocate for members and improve the overall experience.
• Build trust through clear, professional communication across email, phone, and video.

What You'll Bring

• 2+ years of tax, accounting, or related client-facing experience.
• A strong understanding of S Corporations, small business tax strategy, and ongoing client relationship management.
• Familiarity with bookkeeping, payroll, CRM, and workflow tools such as Xero, QBO, Gusto, Salesforce, Slack, and Google Workspace.
• A highly organized, proactive, and comfortable managing a large book of business in a fast-paced environment.
• Strong written and verbal communication skills with the ability to explain complex topics clearly.
• A resourceful, adaptable, collaborative, and detail-oriented approach, with a passion for helping entrepreneurs succeed.

What We Offer

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Fresh Lunch: Provided on in-office days for those in a hybrid schedule.
• Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.
• Parental Leave: 16 weeks fully paid.
• Retirement & Ownership: 401k plan plus an equity package.
• Team Connection: Quarterly virtual events and an annual in-person summit.