Member Success Specialist (Virtual, Full-time)

WealthCounsel brings together the best in drafting software, legal tools, educators, support staff, and community to cultivate the growth and success of its member attorneys and their clients. Recently awarded the 2025 Best Place to Work in the Cloud, we are committed to fostering a positive work environment backed by competitive benefits and a culture of collaboration.

About the role

Every WealthCounsel employee is dedicated to enhancing the member experience. Member Success Specialists (MSS) maximize member satisfaction and loyalty, driving long-term retention through positive onboarding and prompt, efficient responsiveness to member needs. This role balances proactive outreach and reactive support, serving as the primary point of contact for members and collaborating with various departments to address their needs.

Responsibilities

• Develop and maintain long-term relationships with assigned member firms through onboarding, training, monitoring engagement, ensuring adoption, and striving for high levels of member satisfaction.
• Provide timely responses to all incoming member live calls, chats, emails, and inquiries.
• Ensure all member data is accurately and clearly logged in Salesforce (CRM) in a timely fashion.
• Proactively reach out to members within the first year of membership to ensure they are up to date with the latest developments and utilizing all member benefits.
• Demonstrate a strong work ethic, taking ownership and accountability for successful assignment completion, and maintaining self-imposed standards of excellence.
• Assist members with general troubleshooting issues.
• Occasional travel required for company events.

New Member Onboarding (1st Year)

• Contact new members when they join to provide a personalized, goal-oriented onboarding experience, making an impactful first impression within the first 30 days.
• Use guided touchpoints and tasks during the member journey to leverage WealthCounsel solutions, membership benefits, and support for their 12-month journey and beyond.
• Share legal education, drafting resources, practice-building, and marketing solutions with members.
• Proactively utilize internal resources to identify “at-risk” members and liaise with other departments to work through roadblocks, facilitate training, and provide solutions.
• Understand member challenges and needs to provide and facilitate effective solutions.
• Actively engage with members considering termination of their membership or subscription(s), aiming to retain them by providing tailored solutions for financial difficulties or practice struggles.
• Manage the cancellation process when a subscription cannot be saved within the first year of membership.

Requirements

• Bachelor's degree or equivalent experience in a direct customer service role, handling numerous phone and email inquiries daily.
• Paralegal training or experience is a plus.
• High-level performer who excels in both team and individual environments.
• Extremely motivated individual passionate about their work and helping members achieve success.
• Aptitude to develop a deep understanding and familiarity with WealthCounsel solutions, tools, and resources to provide training to individuals or small groups.
• Demonstrable ability to work under pressure and be flexible and adaptable in a changing environment.
• Deep desire to continuously develop skills and knowledge.
• Excellent listening skills with the ability to ask probing questions and understand concerns.
• Exceptional verbal and written communication skills with the ability to clearly communicate members’ needs while maintaining a positive and professional attitude.
• Detail-oriented for data entry, time management, and process follow-through.
• Experience with Zoom, Salesforce, DocuSign, chat tools, and Google Suite tools.

Benefits

• Competitive salary package including base salary and performance-based incentives.
• Medical, dental, and vision plans.
• Matching 401(k).
• Generous paid time off package including PTO, holidays (including 2 floating holidays), volunteer time, blood donor leave, short-term disability, and paid parental leave.
• Matching donations for approved charitable organizations.
• Home internet and gym membership reimbursement.
• Many opportunities to connect with others from your home office and have fun while you work.

Pay

The salary range listed reflects the total on-target earnings for this position (base salary plus bonus).

Schedule

This is a virtual, full-time position. You will work remotely from your home office, with occasional travel required for meetings, trade shows, and training.