Member Success Manager

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

📋 Description

• Act as the main point of contact for assigned members, fostering trusted, long-lasting relationships.

• Conduct regular, proactive outreach to comprehend member goals, needs, and challenges.

• Serve as a member advocate within the organization, ensuring that feedback and insights are communicated and addressed.

• Create and implement customized engagement plans to enhance member participation and satisfaction.

• Facilitate significant interactions, including meetings, check-ins, and participation in programs and events.

• Recognize opportunities to reinforce member connections and maximize value.

• Assist with onboarding processes to ensure new members integrate successfully and engage effectively.

• Track member engagement levels, identifying risks and proactively addressing concerns.

• Support renewal readiness by emphasizing value and overcoming obstacles to continued participation.

• Collaborate closely with the Networks team to ensure alignment between member needs and programming, communications, and services.

• Collect and analyze member feedback through annual surveys and regular customer connect calls to identify trends, opportunities, and areas for improvement.

• Respond to member inquiries and concerns promptly and with a solutions-oriented approach.

⛳️ Requirements

• A Bachelor's degree in business management, project management, or a related field, along with a minimum of 4 years of relevant experience in program/project management, handling multiple projects simultaneously.

• Alternatively, at least 6 years of relevant experience in lieu of formal education.

• Exceptional relationship-building and interpersonal skills.

• Outstanding communication and listening skills.

• Ability to analyze engagement data and translate insights into actionable steps.

• Highly organized, proactive, and focused on member needs.

• Experience in member services, account management, or community engagement (with a non-sales orientation).

• Experience working with executive-level contacts is highly preferred.

• Familiarity or experience in occupational safety and health roles is strongly preferred.

• Ability to work independently with moderate to minimal supervision.

🏝️ Benefits

• A minimum of 20 PTO days accrued in the first year, in addition to 11 paid holidays.

• Flexible work arrangements available.

• Comprehensive medical, dental, vision, and life insurance plans offered.

• Flexible spending accounts for medical and dependent care expenses.

• 403(b) and Roth 403(b) plans with employer matching up to 6%.

• Training reimbursement available.

• Dress for your day policy in effect.