Director, Member Success

BCA; Philadelphia (Philadelphia County); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Performance-based incentive

Job summary

BCA is seeking a Director of Member Success to build genuine, high-value relationships with our members in the Greater Philadelphia region. You will act as a trusted advisor, understand member priorities, and design personalized engagement plans to maximize membership value.

The role emphasizes culture, long-term relationship development, and proactive member support, with responsibilities spanning onboarding, events, referrals, and strategic introductions to strengthen the community.

Qualifications

• 10+ years of successful experience in relationship management, business development, strategic account management, client services, or a related field.
• Proven ability to build and maintain relationships with senior executives and business owners.
• Strong understanding of how to leverage memberships and networks to create value.

Responsibilities

• Develop and maintain strong, trusted relationships with BCA Members, including business owners and senior executives.
• Serve as a trusted advisor and primary relationship resource, proactively identifying opportunities to help Members achieve their goals.
• Lead onboarding and activation of new Members, ensuring they understand BCA’s mission, culture, and benefits.
• Oversee personalized engagement plans and the fulfillment of membership benefits such as events and sponsorships.

Skills

Relationship management

Business development

Strategic account management

Client services

Tools

Salesforce

Job description

What if your job was to help some of the most successful business leaders in the region build relationships that genuinely change their businesses—and their lives?

We’re seeking an experienced, relationship-driven professional to serve as our Director of Member Success—someone who thrives on connecting people, understands the business world, and finds genuine fulfillment in helping others succeed.

This is a unique opportunity for someone who has spent their career building relationships and wants to put that experience to work in a meaningful way.

Position Summary

The Director of Member Success is responsible for developing and maintaining strong, trusted relationships with BCA Members while helping them maximize the value of their membership.

Serving as a relationship strategist, advocate, and trusted resource, this individual works closely with business owners and senior executives to understand their companies, priorities, challenges, and relationship-building goals.

Through proactive engagement and personalized Relationship Marketing strategies, the Director helps Members develop and strengthen relationships that contribute to their long-term success.

Equally important, this individual plays a critical role in protecting and strengthening BCA’s distinct culture, encouraging Member participation, and ensuring every Member feels connected, supported, and valued.

Success in this role is not measured simply by Member satisfaction or event participation, but by the depth of relationships cultivated, meaningful opportunities created, and long-term value delivered to our Members.

Key Responsibilities

Member Relationships & Engagement

• Develop and maintain strong, genuine, and trusted relationships with BCA Members, including business owners, CEOs, presidents, and senior executives.
• Become knowledgeable about each Member’s business, industry, products and services, strategic objectives, and ideal customers.
• Serve as a trusted advisor and primary relationship resource, proactively identifying opportunities to help Members achieve their goals.
• Maintain consistent, meaningful communication with Members, understanding their evolving needs, priorities, and challenges.
• Encourage Member involvement, collaboration, and participation throughout the BCA community.
• Identify and proactively address Member concerns, challenges, or disengagement while maintaining the highest level of service and professionalism.
• Serve as an ambassador of BCA’s mission, values, Membership Commitments, and relationship-first culture.

Strategic Relationship Building

• Develop and manage personalized Relationship Marketing Strategies for Members based on their individual business goals and priorities.
• Identify and facilitate meaningful introductions between Members and other relevant business leaders.
• Understand the relationships most valuable to each Member, including prospective customers, strategic partners, industry influencers, and other key business connections.
• Help Members identify opportunities to support one another through referrals, introductions, collaboration, and shared expertise.
• Facilitate one-on-one meetings, small-group gatherings, and other relationship-building opportunities.
• Encourage a culture of generosity, mutual support, and long-term relationship development rather than transactional business development.
• Continuously evaluate and refine relationship strategies to ensure Members are making meaningful progress.
• Lead the onboarding and activation of new Members, ensuring they understand BCA’s mission, culture, opportunities, and membership benefits.
• Develop personalized engagement plans that help new Members build a strong foundation within the BCA community.
• Oversee the strategic utilization and fulfillment of membership benefits, including event invitations, guest opportunities, Roundtables, hosting opportunities, and sponsorships.
• Work collaboratively with BCA’s Events Team to ensure Member participation and membership benefits are executed thoughtfully and effectively.
• Educate and guide Members on how to strategically leverage their membership opportunities to strengthen existing relationships and develop new ones.
• Monitor participation and proactively engage Members who may be underutilizing their membership.
• Reinforce realistic membership expectations by emphasizing BCA’s role in creating relationship‑building opportunities, rather than directly generating or closing business.

Member Success & Retention

• Take ownership of the overall Member experience, satisfaction, engagement, and long‑term relationship with BCA.
• Conduct regular Member strategy meetings and reviews to evaluate progress, uncover opportunities, and identify potential challenges.
• Monitor Member engagement, participation, relationship‑building activity, and membership utilization.
• Maintain accurate and meaningful records of Member interactions, strategic goals, introductions, opportunities, and success stories.
• Utilize Salesforce and other reporting tools to track engagement, identify trends, and measure Member success.
• Recognize early indicators of disengagement and proactively develop strategies to strengthen Member relationships.
• Collaborate with BCA leadership to continuously improve the Member experience and support strong membership retention.

BCA Community & Team Collaboration

• Actively participate in BCA events and experiences, serving as a welcoming and knowledgeable representative of the organization.
• Identify opportunities to bring Members together in meaningful and creative ways.
• Collaborate with the Membership Development Team to support the continued growth and strength of the BCA community.
• Share relevant Member insights, relationship opportunities, challenges, and successes with the broader BCA team.
• Stay informed about the Greater Philadelphia business community, local developments, and emerging opportunities relevant to our Members.
• Contribute ideas and initiatives to improve Member Services, deepen engagement, and enhance BCA’s overall membership experience.

Schedule & Compensation

• Full‑time, relationship‑focused leadership position serving Members throughout the Greater Philadelphia region.
• Local travel and attendance at BCA events, Member meetings, and community activities are required.
• Flexibility to work occasional early mornings, evenings, or extended hours to support Member needs and BCA experiences.
• Compensation is commensurate with experience and includes a performance‑based incentive opportunity.
• [Insert salary range, benefits, and specific work schedule.] .

This isn’t a role for someone looking to simply manage accounts or fulfill membership benefits. It’s for someone who wants to be part of something bigger—someone who takes personal pride in the relationships they build and the success they help create.

If you believe business is personal, relationships matter, and helping others succeed is one of the most rewarding things you can do, we’d love to meet you.

What you bring

We’re seeking a seasoned professional with exceptional interpersonal skills, strong business acumen, and a demonstrated ability to build and maintain meaningful professional relationships.

Professional Experience

• 10+ years of successful experience in relationship management, business development, strategic account management, client services, or a related field.
• Proven experience developing and maintaining relationships with senior executives, business owners, and key decision‑makers.
• Strong understanding of business development, customer relationships, strategic partnerships, and the challenges facing growing organizations.
• Demonstrated ability to identify opportunities, facilitate introductions, and cultivate long‑term professional relationships.
• Experience managing high‑value client relationships or a portfolio of major accounts is strongly preferred.
• Familiarity with the Greater Philadelphia business community and an established professional relationship base are highly desirable.
• Experience with Salesforce or a comparable CRM platform is preferred.

Personal Attributes

• A natural relationship builder. You genuinely enjoy people, are curious about their businesses, and instinctively look for ways to help them.
• Business savvy. You can comfortably engage in meaningful conversations with CEOs and business owners, understand their challenges, and think strategically about opportunities.
• A connector at heart. You have an exceptional ability to recognize where people, businesses, and opportunities intersect.
• Proactive and resourceful. You don’t wait to be asked for help. You anticipate needs, identify possibilities, and take initiative.
• Trustworthy and credible. You demonstrate exceptional judgment, discretion, integrity, and professionalism.
• An empathetic communicator. You listen carefully, understand different perspectives, and build relationships grounded in sincerity and mutual respect.
• Organized and accountable. You can manage multiple relationships, competing priorities, and important details without losing the personal touch.
• Collaborative and team‑oriented. You embrace shared success and enjoy contributing to a close‑knit, mission‑driven team.
• Comfortable with accountability. You take ownership of outcomes, welcome feedback, and continually look for ways to improve.

Above all, we’re looking for someone who understands that the strongest business relationships aren’t built by asking, “What can you do for me?” but rather, “How can I help you succeed?”

Working at BCA

Meaningful work. Personal connections. A team that cares.

Our Purpose

At BCA, we believe business is personal. Our mission—inspiring genuine, selfless relationships—shapes everything we do.We bring business leaders together in an environment where they can get to know one another, build trust, and support each other’s success. Every member of our team helps make that possible.Sometimes that means creating an exceptional event. Sometimes it means making a thoughtful introduction, remembering a personal detail, or following through when someone needs help.The work takes many forms, but the purpose stays the same: helping people build relationships that enrich their businesses and their lives.

Our Culture

We often describe BCA as a business family. Within our team, that means knowing one another, offering support, communicating honestly, and taking responsibility for the work we share.We care about how people feel—and we care about getting the details right. Warmth and professionalism go together here. So do creativity and accountability.We welcome different perspectives, encourage questions, and value people who bring ideas forward. We hold ourselves to high standards and look for ways to keep learning and improving.

What It’s Like to Work Here

We’re a small team, so your contributions are visible and your follow‑through matters. You’ll work closely with colleagues, interact with business leaders across our community, and see the impact of your work firsthand.Our work involves both careful preparation and personal connection. There are timelines to manage, communications to create, and experiences to deliver. There are also names to learn, milestones to celebrate, and opportunities to make someone feel genuinely valued.People who thrive here take initiative, stay flexible, and care about the experience they create for others. They’re willing to help, comfortable taking ownership, and proud of doing thoughtful work.If you find purpose in bringing people together and helping relationships grow, you may feel right at home at BCA.