Member Engagement & Retention Lead

53 Stations; McLean (VA); Hybrid; USD 70,000 - 170,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Parental leave

Meals

Fitness stipend

Equity & career growth

Annual compensation reviews

Boomerang program

Job summary

Range, headquartered in McLean, VA, seeks a Member Success Manager to drive outreach and engagement with our members. You’ll translate feedback into actionable insights for product, operations, and support while shaping retention strategies.

You’ll collaborate with Product, Engineering, and Support to close the loop on member requests, design journeys, and implement campaigns that boost long-term engagement and satisfaction. 5+ years in CX or CS preferred; BS/BA required.

Qualifications

• 5+ years of experience in customer experience, customer success, member engagement, or a similar role (ideally in a fintech, SaaS, or membership-based business).
• BS or BA from a leading university.
• Strong communication skills with empathy and rapport-building.
• Analytical mindset for qualitative and quantitative data.
• Cross-functional collaboration to translate insights into action.
• Experience with feedback collection and member journey mapping.

Responsibilities

• Conduct proactive outreach to members via email, phone, in-app messages, or other channels to engage them and deepen engagement.
• Collect qualitative and quantitative feedback on product functionality and user experience.
• Analyze feedback and engagement data to identify pain points and opportunities for improvement.
• Collaborate with Product, Engineering, and Support to translate feedback into actions.
• Develop and implement member engagement and retention campaigns (onboarding, check-ins, re-engagement, loyalty programs).
• Define and track key member-experience metrics and report to leadership.
• Advocate for the voice of the member in product discussions and roadmap planning.

Skills

Five-plus years experience

Customer experience

Customer success

Member engagement

Analytical mindset

Cross-functional collaboration

Empathy and communication

Education

BS/BA

Job description

Range, headquartered in McLean, VA, seeks a Member Success Manager to drive outreach and engagement with our members. You’ll translate feedback into actionable insights for product, operations, and support while shaping retention strategies.

You’ll collaborate with Product, Engineering, and Support to close the loop on member requests, design journeys, and implement campaigns that boost long-term engagement and satisfaction. 5+ years in CX or CS preferred; BS/BA required.