Manager, Member Success

NationSwell; Teletrabalho; BRL 440.000 - 469.000; Tempo integral

Resumo da oferta

An innovative community membership organization is seeking a Manager, Member Success, to enhance the member experience. The role focuses on account management, ensuring members reach their impact goals while maintaining high-quality communications and logistics. The ideal candidate has over 4 years of experience in customer success or account management, exhibiting a strong service mindset and exemplary communication abilities. This role includes a competitive salary of $80,000 - $85,000, with flexibility and support for work-life balance.

Serviços

Health and Wellness Insurance

Flexible Paid Time Off

401k with company match

Paid Volunteer Time

Qualificações

• 4+ years of experience in account management, relationship management, or customer success.
• Strong judgment and professionalism when handling sensitive relationships.
• Excellent written and verbal communication skills.

Responsabilidades

• Deliver a high-quality member experience across accounts.
• Develop a strong understanding of members’ priorities.
• Draft polished member communications, ensuring clarity and detail.

Conhecimentos

Account Management

Relationship Management

Customer Success

Project Management

Communication Skills

Ferramentas

Google Workspace

Salesforce

Airtable

Descrição da oferta de emprego

Our Vision

NationSwell is a one-of-a-kind executive membership community and advisory firm for mission-driven leaders and their organizations. Our Institutional Membership (IM) is an invitation-only program for leading companies, philanthropies, and investment firms. It is designed to help leaders advance their work in social impact, sustainability, philanthropy, and purpose-driven culture. The NationSwell Studio works with leaders in the impact space to create transformative social impact strategies, provide in-depth research and insights, engage key audiences, and more.

The Opportunity

The Manager, Member Success is a client-facing servicing role designed for a detail-oriented, relationship-driven professional who brings several years of experience supporting and growing accounts. This role partners closely with Executive Sponsors and senior account leaders to deliver a high-quality member experience across a growing portfolio, ensuring members feel supported, understood, and consistently well-served.

The Manager supports members in advancing their impact goals by translating priorities into action, leveraging NationSwell’s offerings, and ensuring strong follow-through. Successful candidates enjoy balancing relationship management with operational rigor, take pride in quality execution, and bring a strong service mindset paired with emerging commercial instincts.

The salary for this role is $80,000-$85,000 plus commission. This is a remote position and must be performed in the United States.

How You’ll Contribute

• Strategic Account Management: Deliver a high-quality Institutional Member experience across a portfolio of accounts, in close partnership with Executive Sponsors. Support renewal and expansion efforts by tracking and executing on engagement and value-driven activities, identifying opportunities, and helping execute renewal and upsell strategies to meet or exceed unit and revenue retention goals.
• Value Delivery: Develop a strong understanding of each member’s priorities and impact goals, and help translate those needs into concrete engagement across NationSwell’s programming, insights, and experiences. Coordinate internal resources to ensure members receive timely, relevant, and thoughtful support.
• Member Communications: Draft polished member communications, including emails, decks, and follow-up materials. Respond promptly and thoughtfully to member inquiries, building trust through clarity, consistency, and attention to detail.
• Knowledge Management: Maintain accurate, up-to-date CRM records for contacts, engagement activity, and opportunities. Support account planning by tracking member goals, touchpoints, and engagement plans in a way that enables strong collaboration across teams.
• Administration and Logistical Support: Proactively manage scheduling and coordination across accounts. Ensure invoicing, contracts, and paperwork are completed accurately and on time. Provide virtual and occasional on-site event support, including preparation, setup, and breakdown as needed.
• Opportunity Spotting + Commercial Support: Develop a working understanding of NationSwell’s revenue model and offerings. Identify opportunities to deepen engagement or expand impact within member accounts, and support the preparation of MOUs, proposals, renewals, and project documentation.
• Industry Tracking: Stay informed on key trends in social impact, philanthropy, and CSR. Share relevant insights, opportunities, and learnings internally to support individual and team growth.

Qualifications

• 4+ years of experience in account management, relationship management, customer success, or membership-based roles, with exposure to and/or ownership of renewals and retention metrics.
• Strong servicing instincts, with pride in quality, follow-through, and relationship stewardship.
• Comfort managing multiple accounts, projects, and priorities simultaneously.
• Tech-savvy and eager to learn, with experience using tools such as Google Workspace, Slack, Excel, Salesforce, Airtable, or similar systems.
• Solid project management skills, with the ability to keep workstreams moving and details organized.
• Strong judgment and professionalism when handling sensitive relationships and executive interactions.
• Proactive problem-solver who can anticipate needs, flag risks, and communicate clearly.
• Excellent written and verbal communication skills.

How to Apply

To be considered for this opportunity, please submit your resume and a cover letter clearly articulating your relevant experience and interest in the role. Applications will be reviewed on a rolling basis.

Candidates can be based anywhere in the United States. Occasional travel (1-3x per year) will be required.

We know that having a positive team culture is essential to achieving our goals, so we put time and effort into making NationSwell an encouraging, energizing, and exciting place to work. We are proud to be a certified B Corp. Here are just a few of the ways we celebrate our staff and culture at NationSwell.

Benefits

• Health and Wellness: Health, dental, and vision insurance, HSA, FSA, and free memberships to OneMedical, Peloton App One, and Talkspace
• Work-Life Balance: Flexible paid time off and adaptable schedules to encourage your work-life balance
• Giving Back: Paid time off for employees to volunteer for causes that matter to them and internal moments to celebrate it
• Support for Caregivers: Dependent Care FSAs and 16 weeks paid parental leave to support caregivers in the workplace
• Your Savings: Employees are offered a 401k account, and we match a portion of each contribution

NationSwell is committed to creating a diverse, equitable, and inclusive environment, and we are proud to be an equal opportunity employer. We are dedicated to building a workforce that celebrates diversity and equity and believe that inclusivity plays an important role in our decision-making process, both in staffing and in work product.