Member Success Lead

Approved Experiences, Inc.; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Approved Experiences, Inc. is seeking a Lead for remote US-based member success.

You will lead onboarding, retention, and renewal across the membership base, managing a team of advisors and shaping playbooks to deliver exceptional service from day one through year three and beyond. You will own retention metrics, drive activation, and partner with product and engineering to translate member feedback into the roadmap.

Qualifications

• 4+ years in customer success, account management, or member experience.
• Prior people management experience with direct reports.
• Strong analytical instincts—comfortable building reports and interpreting data.
• Excellent written and verbal communication.
• Empathy-first approach with scalable operations.

Responsibilities

• Manage and coach a team of member advisors across onboarding, retention, and renewal workflows.
• Design and iterate on the member onboarding experience to drive activation and early engagement.
• Own retention metrics and design intervention playbooks; execute high-value saves.
• Partner with product and engineering to surface member feedback into the roadmap.
• Build reporting and dashboards that track member health, NPS, and renewal rates.
• Coordinate with the concierge team to ensure seamless handoffs between service and success.

Skills

Customer success

People management

Data analysis

Communication

Empathy

Tools

HubSpot

Vitally

Intercom

Job description

# Member Success LeadRemote — USFull-timePosted Apr 2, 2026## OverviewLead the member success function — owning onboarding, retention, and renewal across the Approved Experiences membership base. You'll manage a team of advisors, set the playbooks, and ensure every member feels the quality of the service from day one through year three and beyond.## Responsibilities* Manage and coach a team of member advisors across onboarding, retention, and renewal workflows.* Design and iterate on the member onboarding experience to drive activation and early engagement.* Own retention metrics: identify at-risk members, design intervention playbooks, and execute personally on high-value saves.* Partner with product and engineering to surface member feedback into the roadmap.* Build reporting and dashboards that track member health, NPS, and renewal rates.* Coordinate with the concierge team to ensure seamless handoffs between service and success.## Qualifications* 4+ years in customer success, account management, or member experience — ideally in a subscription or membership business.* Prior people management experience with direct reports.* Strong analytical instincts — comfortable building reports, interpreting cohort data, and making decisions from imperfect information.* Excellent written and verbal communication.* Empathy-first approach to member relationships with the operational discipline to scale it.## Nice to have* Background in luxury, travel, hospitality, or premium consumer services.* Experience with CRM and success tooling (HubSpot, Vitally, Intercom, or similar).* Prior experience at a startup where you helped define the function from scratch.