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Sportsman's Guide

Member Success Manager

Sportsman's Guide

. Own engagement, satisfaction, and retention for the existing Insiders Club membership base .

Posted 10/20/2026full-timeRemote • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success and retention strategies, with a strong focus on subscription lifecycle management, member engagement, and satisfaction metrics. Proficient in utilizing subscription billing systems and CRM tools to drive member retention and identify growth opportunities.

Highest-signal resume keywords
Customer Success ManagementSubscription Billing SystemsOnboarding Program DevelopmentMember Engagement StrategiesCRM Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SuccessRetention StrategiesOnboarding ProgramsSubscription ManagementPayment ProcessingData AnalysisLifecycle MarketingMember Health TrackingDunning ManagementLead Qualification
Soft Skills
Self-DirectedEnergeticTeam CollaborationProblem SolvingCommunication
Tools & Technologies
ChargebeeHubSpotCRM SystemsE-commerce PlatformsDTC Marketing Tools
Industry Keywords
Membership BusinessSubscription ServicesCustomer EngagementRetention MetricsNPSCSATSales CollaborationReferral ProgramsE-commerceDTC

About the role

Key responsibilities & impact
  • Own engagement, satisfaction, and retention for the existing Insiders Club membership base
  • Build onboarding that gets new members to real value immediately and own onboarding CSAT
  • Own the subscription lifecycle end to end, including dunning and payment retries
  • Own renewal outcomes across billing cycles
  • Track member health signals and proactively reach out before members disengage
  • Own the save flow for voluntary cancellations and deploy appropriate offers
  • Recover members lost to failed payments and distinguish payment failure from lost interest
  • Own member engagement and sentiment and fix friction across teams
  • Own CSAT and NPS and close the loop on findings
  • Identify members ready for upgrades and hand them to Sales as warm, qualified leads
  • Partner with Sales on growth programs such as referrals
  • Protect future reactivation and referral value during cancellations
  • Drive member retention and engagement as the primary KPI

Requirements

What you’ll need
  • 3+ years in customer success, account management, or retention for a subscription or membership business
  • Hands-on experience with subscription billing systems; Chargebee is a strong plus
  • Track record running onboarding and retention programs
  • Comfort owning strategy and execution
  • Experience working hands-on with a small team reporting in
  • Energetic and self-directed
  • HubSpot or similar CRM and lifecycle marketing experience is a bonus
  • E-commerce or DTC background is a bonus
  • Experience building a customer success function from scratch is a bonus
  • Florida preferred

Benefits

Comp & perks
  • Full-time remote work
  • Opportunity to work with the world's largest private inshore saltwater fishing club
  • Opportunity to own and build a membership experience
  • Opportunity to surface expansion opportunities and partner with Sales on growth programs
  • Equal opportunity employment