Manager, Member Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide an exceptional experience for Institutional Members across a portfolio of accounts with Executive Sponsors.

• Assist in renewal and expansion initiatives by monitoring engagement and value-driven activities.

• Spot opportunities and help implement renewal and upsell strategies to achieve retention objectives.

• Grasp members’ priorities and impact goals, translating them into engagement through NationSwell programming, insights, and experiences.

• Organize internal resources to deliver timely and pertinent support to members.

• Create polished, on-brand written communications, presentations, and follow-up materials.

• Address member inquiries and foster trust through clear and consistent communication.

• Keep precise CRM records for contacts, engagement activities, and opportunities.

• Monitor member goals, touchpoints, and engagement strategies to aid in account planning and collaboration.

• Oversee scheduling and coordination among accounts.

• Ensure that invoicing, contracts, and paperwork are completed accurately and punctually.

• Provide virtual and occasional on-site event support, including preparation, setup, and breakdown.

• Identify opportunities to enhance engagement or expand impact within member accounts.

• Assist in the preparation of MOUs, proposals, renewals, and project documentation.

• Track trends in social impact, philanthropy, and CSR, sharing relevant insights internally.

⛳️ Requirements

• Minimum of 4 years of experience in account management, relationship management, customer success, or membership-based positions.

• Familiarity with and responsibility for renewals and retention metrics.

• Strong service instincts, quality focus, follow-through, and relationship stewardship.

• Capability to manage multiple accounts, projects, and priorities concurrently.

• Experience with Google Workspace, Slack, Excel, Salesforce, Airtable, or similar platforms.

• Solid project management abilities.

• Strong judgment and professionalism in handling sensitive relationships and executive interactions.

• Proactive problem-solving skills.

• Excellent written and verbal communication capabilities.

• Occasional travel required, 1–3 times per year.

🏝️ Benefits

• Health, dental, and vision insurance.

• HSA and FSA options.

• Complimentary memberships to OneMedical, Peloton App One, and Talkspace.

• Flexible paid time off.

• Adaptable work schedules.

• Paid time off for volunteering activities.

• Dependent Care FSAs.

• 16 weeks of paid parental leave.

• 401k account.

• Employer matching on a portion of each 401k contribution.

• Commission opportunities.