Member Success Manager

What You’ll Be Doing

• Guide success, not just service it
• Own a portfolio of around 250 brands and know exactly where each member is on their journey
• Build strategies that keep members engaged, improving, and sticking around for the long haul
• Hold regular check-ins, run quarterly strategy calls, and keep progress moving
• Point them to the right tools at the right time
• Help members overcome roadblocks by connecting them with the right modules, coaches, or playbooks
• Stay ahead of their needs and anticipate where they’ll need extra support before they even ask
• Be the human behind the help
• Jump into our communication channels to make sure no one’s left hanging, active as your member’s go-to (and their cheerleader), but also not afraid to give them a nudge when they need it
• Track retention and help us win it
• Maintain engagement metrics and feedback
• Create smart, simple re-engagement strategies to get members renewing
• Find and fix gaps in our process to make the member journey smoother and stickier

Who You Are

• 3+ years in client success, working in the ecommerce, digital marketing or SaaS space
• You’ve managed large client portfolios and know how to scale care without dropping quality
• You’re tech-savvy, process-driven, and thrive in a fast-moving environment
• You’re a brilliant communicator. Sharp, warm, and clear
• You love helping others grow, and you don’t need to be the loudest in the room to lead