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Member Success Lead
Remote, USFull-time
Posted April 2, 2026
Lead a team of member advisors across onboarding, retention, and renewal. You care about individual outcomes as much as the dashboard.
Apply for This RoleAbout the role
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.
What you'll do
- 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.
What you'll bring
- 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.
Role details
- Team
- Member Experience
- Location
- Remote, US
- Type
- Full-time
- Posted
- April 2, 2026
Ready to apply?
Send a note through our contact form with the role name and a few lines on why it's you. A real person reads every one.
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