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Member Success Manager
Windquest Group. Own engagement, satisfaction, and retention for the existing Insiders Club membership base .
Core Competencies
Role fitCore 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 onboarding processes. Proven ability to drive member satisfaction and reduce churn through effective communication and collaboration with sales and cross-functional teams.
Highest-signal resume keywords
Customer Success ManagementSubscription Billing SystemsOnboarding Program DevelopmentMember Engagement StrategiesCRM Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessRetention StrategiesOnboarding ProgramsSubscription ManagementChurn ReductionPayment ProcessingLifecycle MarketingData AnalysisMember Health TrackingLead Qualification
Soft Skills
EnergeticSelf-DirectedStrategic ThinkingCollaborationProblem Solving
Tools & Technologies
ChargebeeHubSpotCRM SystemsE-commerce PlatformsDTC Marketing Tools
Industry Keywords
Membership BusinessSubscription ServicesCustomer EngagementRetention ProgramsSales Collaboration
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 through every billing cycle
- Track member health signals and proactively contact disengaged members
- Own the save flow for voluntary cancellations
- Recover members lost to failed payments
- Own member engagement, sentiment, CSAT, and NPS, and address friction across teams
- Identify members ready for upgrades and hand them to Sales as warm, qualified leads
- Partner with Sales to build growth programs such as referrals
- Protect future reactivation and referral value during the cancellation experience
- Drive member retention and engagement, with churn trending down and save rates climbing
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
- Comfortable owning strategy and execution
- Energetic and self-directed
- HubSpot or similar CRM and lifecycle marketing experience (bonus)
- E-commerce or DTC background (bonus)
- Experience building a customer success function from scratch (bonus)
Benefits
Comp & perks- Full-time remote work
- Opportunity to own and build a membership experience
- Opportunity to surface expansion opportunities and partner with Sales on growth programs
- Equal Opportunity Employer