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 delivers immediate value to new members and oversee onboarding customer satisfaction (CSAT).

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

• Ensure successful renewal outcomes throughout each billing cycle.

• Monitor member health signals and proactively reach out to disengaged members.

• Handle the save flow for voluntary cancellations.

• Recover members lost due to failed payments.

• Oversee member engagement, sentiment, CSAT, and Net Promoter Score (NPS), addressing any friction across teams.

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

• Collaborate with Sales to create growth initiatives such as referral programs.

• Safeguard future reactivation and referral value throughout the cancellation process.

• Drive member retention and engagement, with decreasing churn rates and increasing save rates.

⛳️ Requirements

• Minimum of 3 years experience 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.

• Comfortable with both strategy formulation and execution.

• Energetic and self-motivated individual.

• Experience with HubSpot or similar CRM systems and lifecycle marketing (preferred).

• Background in e-commerce or direct-to-consumer (DTC) businesses (preferred).

• Experience in establishing a customer success function from the ground up (preferred).

🏝️ Benefits

• Full-time remote work opportunity.

• Chance to take ownership and develop a membership experience.

• Opportunity to identify expansion prospects and collaborate with Sales on growth initiatives.

• Equal Opportunity Employer.