Manager, Member Success

NationSwell; United States; Remote; USD 80,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

HSA available

401k matching

Job summary

NationSwell is a mission-driven executive membership community and advisory firm. We seek a Manager, Member Success to oversee a portfolio of Institutional Members, partnering with Executive Sponsors to ensure top-tier service and renewal outcomes.

The role blends relationship management with operational rigor and a service mindset. Salary is $80,000-$85,000 plus commission, remote within the United States.

Qualifications

• 4+ years in account or relationship management, with renewals/retention focus.
• Strong servicing instincts and professional relationship stewardship.
• Excellent written and verbal communication skills.

Responsibilities

• Deliver a high-quality Institutional Member experience across a portfolio.
• Support renewals and expansions with engagement and value-driven activities.
• Translate member priorities into engagement across programs, insights, and experiences.
• Maintain accurate CRM records and support account planning.
• Coordinate scheduling, invoicing, and paperwork; provide event support.
• Identify opportunities to deepen engagement and assist with MOUs and proposals.
• Stay informed on trends in social impact and CSR; share insights internally.

Skills

Account management

Relationship management

Customer success

Renewals & retention

Project management

Written communication

Active listening

Tech-savvy

Cross-functional collaboration

Time management

Tools

Google Workspace

Slack

Excel

Salesforce

Airtable

Job description

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 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.

Core Responsibilities:

• 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: Apply NationSwell’s playbooks and standards of service to produce polished, on-brand written touchpoints, decks, and follow-up materials across your portfolio. Respond promptly and thoughtfully to member inquiries, building trust through clarity and consistency.
• 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.

• 4+ years of experience in account management, relationship management, customer success, or membership-based roles, with exposure to and 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.
• 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.

• 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.

NationSwell does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.