Member Success Manager

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

📋 Description

• Take charge of engagement, satisfaction, and retention for the current Insiders Club membership base.

• Develop an onboarding process that provides new members with immediate value while managing onboarding CSAT.

• Manage the entire subscription lifecycle, including dunning and payment retries.

• Oversee renewal outcomes throughout the billing cycles.

• Monitor member health signals and proactively reach out before members disengage.

• Handle the save flow for voluntary cancellations and implement suitable offers.

• Recover members lost due to failed payments and differentiate between payment failures and lost interest.

• Manage member engagement and sentiment while addressing friction across teams.

• Oversee CSAT and NPS, closing the loop on findings.

• Identify members ready for upgrades and transition them to Sales as warm, qualified leads.

• Collaborate with Sales on growth initiatives such as referrals.

• Safeguard future reactivation and referral value during cancellations.

• Drive member retention and engagement as the primary KPI.

⛳️ Requirements

• Minimum of 3 years in customer success, account management, or retention within a subscription or membership business.

• Practical experience with subscription billing systems; familiarity with Chargebee is a significant advantage.

• Proven history of managing onboarding and retention programs effectively.

• Comfortable taking ownership of strategy and execution.

• Experience working closely with a small team that reports to you.

• Energetic and self-motivated individual.

• Experience with HubSpot or similar CRM and lifecycle marketing is a plus.

• Background in e-commerce or DTC is advantageous.

• Experience in building a customer success function from the ground up is beneficial.

• Candidates from Florida are preferred.

🏝️ Benefits

• Full-time remote work opportunity.

• Chance to work with the largest private inshore saltwater fishing club in the world.

• Opportunity to design and enhance the membership experience.

• Potential to identify expansion opportunities and collaborate with Sales on growth initiatives.

• Equal opportunity employment.