Member Retention Lead (FULLY REMOTE NOT-FOR- PROFIT ASSOCIATION)

American Montessori Society; Washington (District of Columbia); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

403(b)

Life insurance

Long-term disability

Generous paid time off

Sick days

Holidays

Job summary

The American Montessori Society is seeking a Membership Retention Lead in Washington, D.C. This individual will play a vital role in supporting member retention and engagement throughout the organization. Responsibilities include proactive outreach to members, managing membership operations, and ensuring high-quality member support.

Ideal candidates will have a background in customer service or membership services, strong communication skills, and proficiency in CRM platforms.

AMS offers a comprehensive benefits package including medical, dental, and generous paid time off.

Qualifications

• Experience in membership services or account management is required.
• Strong written, verbal, and interpersonal communication skills are essential.
• Ability to manage multiple priorities while maintaining attention to detail.

Responsibilities

• Strengthen member retention through outreach and relationship management.
• Support a high-quality member experience across various touchpoints.
• Process membership applications and manage invoicing accurately.

Skills

Relationship management

Customer service skills

Organizational skills

Communication skills

Proficiency in Microsoft Office Suite

Tools

CRM platforms

Association management systems

Job description

The Membership Retention Lead plays a key role in supporting member retention, engagement, and overall member experience across the organization. This position combines relationship-building, operational coordination, and data-informed outreach to support renewal efforts for school and individual members. Working closely with teams across the organization, the Membership Retention Lead helps ensure members receive timely support, remain connected to AMS resources and programs, and experience consistent, responsive service throughout the membership lifecycle.

In this role, you will play a vital role in:

• Strengthening member retention through proactive outreach, relationship management, and renewal engagement
• Supporting a high-quality member experience across membership services, communications, and engagement touchpoints
• Managing membership operations related to renewals, invoicing, event registration support, and member records

Member Retention and Renewal

• Partner with the Senior Director to execute and continuously refine renewal outreach strategies for school and individual members, including targeted engagement plans for at-risk members
• Lead proactive outreach to members including onboarding check-ins, mid-year touchpoints, and pre-renewal engagement to strengthen member satisfaction, connection, and long-term retention
• Monitor renewal activity and member engagement trends, identify retention risks and opportunities, and share insights and recommendations to support retention planning and decision-making
• Collaborate with the Senior Director and Marketing team on the development, implementation, and assessment of retention campaigns and member communication strategies
• Maintain accurate renewal records, oversee timely processing of renewals, and help identify opportunities to improve renewal processes, workflows, and member experience operations

Member Experience and Engagement

• Serve as a primary point of contact for member questions, concerns, and support needs
• Monitor shared inboxes and ensure timely, clear, and helpful responses
• Identify gaps in member understanding or engagement and recommend improvements
• Support engagement initiatives including AMS Connect, Resource Library, and other member benefits
• Monitor member interactions and conversations to surface trends, needs, and opportunities for outreach

Membership Operations Support

• Process membership applications, renewals, and account updates with accuracy and timeliness
• Manage invoicing, payments, and follow-up on outstanding balances
• Maintain accurate member records and documentation within the database
• Assist with data tracking and reporting related to retention and engagement
• Support continuous improvement of workflows by identifying inefficiencies

Events and Cross-Functional Support

• Support membership-related aspects of event registration, including member inquiries, registration support, and reporting
• Collaborate with Events and Marketing teams to ensure alignment in member communications and experience
• Participate in the execution of the Annual Conference and other events with a focus on member experience

Other Responsibilities

• Support special projects as assigned
• Contribute to a collaborative, responsive, and member-focused team environment

Job Requirements

• Experience in membership services, customer success, account management, client services, nonprofit engagement, admissions/enrollment, hospitality, or another relationship-focused role
• Demonstrated ability to build positive relationships, support retention efforts, and provide high-quality service in a fast-paced environment
• Strong written, verbal, and interpersonal communication skills
• Ability to manage multiple priorities simultaneously while maintaining strong attention to detail, accuracy, and follow-through
• Strong organizational and problem-solving skills with the ability to work independently, take initiative, and identify opportunities for improvement
• Experience working with databases, CRM platforms, association management systems, or similar technology tools to maintain records, track activity, and support reporting
• Proficiency in Microsoft Office Suite and comfort learning and navigating new technology platforms and systems
• Ability to analyze information, identify trends or gaps in member engagement, and recommend solutions that improve member experience and retention
• Experience supporting invoicing, payment follow-up, collections, or account reconciliation preferred
• Demonstrated ability to communicate effectively with constituents, including a pleasant, friendly, and courteous telephone manner; strong customer service skills; demonstrated ability to maintain records and information in an organized manner

AMS has a strong benefit package including Medical, Dental, Vision, 403(b), Life Insurance, Long Term Disability and generous Paid Time Off, Sick Days, Holidays and other time off.

The American Montessori Society is an equal opportunity employer and does not discriminate on the basis of sexual orientation, gender identity or expression, race, color, religion, national origin, sex, age, marital status, disability, veteran status, genetic information, family responsibility, political affiliation or any other status protected by applicable laws.