Overview
Lead the member success function — owning onboarding, retention, and renewal across the Approved Experiences membership base. You'll manage a team of advisors, set the playbooks, and ensure every member feels the quality of the service from day one through year three and beyond.
Responsibilities
- Manage and coach a team of member advisors across onboarding, retention, and renewal workflows.
- Design and iterate on the member onboarding experience to drive activation and early engagement.
- Own retention metrics: identify at-risk members, design intervention playbooks, and execute personally on high-value saves.
- Partner with product and engineering to surface member feedback into the roadmap.
- Build reporting and dashboards that track member health, NPS, and renewal rates.
- Coordinate with the concierge team to ensure seamless handoffs between service and success.
Qualifications
- 4+ years in customer success, account management, or member experience — ideally in a subscription or membership business.
- Prior people management experience with direct reports.
- Strong analytical instincts — comfortable building reports, interpreting cohort data, and making decisions from imperfect information.
- Excellent written and verbal communication.
- Empathy-first approach to member relationships with the operational discipline to scale it.
Nice to have
- Background in luxury, travel, hospitality, or premium consumer services.
- Experience with CRM and success tooling (HubSpot, Vitally, Intercom, or similar).
- Prior experience at a startup where you helped define the function from scratch.