Member Success Manager - Salt Strong

Sportsman's Guide; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Salt Strong is seeking a Member Success Manager to own engagement, satisfaction, and retention for our Insiders Club. You will manage onboarding, the subscription lifecycle, renewals, and churn strategies to keep members engaged and maximize value.

Leading a hands-on team, you’ll surface expansion opportunities to Sales and guide cross-functional efforts to reduce churn. This role emphasizes proactive retention and a frictionless end-to-end membership experience.

Qualifications

• 3+ years in customer success, account management, or retention for a subscription or membership business.
• Hands-on experience with subscription billing systems; Chargebee is a strong plus
• A track record running onboarding and retention programs
• Comfort owning strategy and execution; this is a hands-on seat with a small team reporting in
• Energetic and self-directed; you don't need someone standing over your shoulder

Responsibilities

• Build onboarding that gets new Insiders to real value immediately, and own onboarding CSAT
• Own the subscription lifecycle end to end, including dunning and payment retries
• Own renewal outcomes so members stay through every billing cycle
• Track member health signals and reach out before a member goes quiet
• Own the save flow for voluntary cancellations, deploying the right offer at the right moment
• Own recovery for members lost to failed payments, not lost interest, and know the difference
• Own why engagement is high or low, and fix friction across teams wherever it lives
• Own CSAT and NPS, and close the loop on what they reveal
• Spot members ready for an upgrade and hand them to Sales as warm, qualified leads
• Partner with Sales to build growth programs like referrals
• Make sure the cancellation moment protects future reactivation and referral value
• Churn trending down, save rate climbing, involuntary churn recovered before it's lost
• Members who stay longer, spend more, and tell their friends
• HubSpot or similar CRM and lifecycle marketing experience
• E-commerce or DTC background
• Experience building a customer success function from scratch
• Most retention jobs ask you to manage a churn report. This one asks you to build a membership experience people don't want to leave.

Skills

Customer success

Account management

Subscription lifecycle

Onboarding

Retention strategy

CSAT / NPS

Churn management

Warm introductions to Sales

Self-motivated

Team collaboration

Tools

Chargebee

HubSpot

Job description

Member Success Manager: Subscription Retention & Growth

Want to Be the Reason Insiders Never Want to Leave The Largest Saltwater Fishing Club In America?

Most retention jobs are reactive: watch a churn dashboard, send a few win-back emails, hope for the best.

This isn't one of those jobs.

At Salt Strong, our mission is simple: help anglers catch more fish, save time on the water, and create unforgettable memories with the people they love. The Insiders Club is how thousands of anglers live that mission every day, and we need someone to own what happens after they join.

The Role

A subscription retention and customer success role that owns engagement, satisfaction, and retention for our existing Insiders Club membership base: onboarding, the subscription lifecycle, churn, member sentiment, and surfacing expansion opportunities to Sales.

Sales and Marketing bring members in the door. From there, it's yours. You make every member feel at home in the world's largest private inshore saltwater fishing club, keep their time on the water great, and give them every reason to stay.

What You'll Need

• 3+ years in customer success, account management, or retention for a subscription or membership business
• Hands-on experience with subscription billing systems; Chargebee is a strong plus
• A track record running onboarding and retention programs
• Comfort owning strategy and execution; this is a hands-on seat with a small team reporting in
• Energetic and self-directed; you don't need someone standing over your shoulder

Your Mission

Primary KPI: Member Retention & Engagement.

What You'll Own

Onboarding & Lifecycle

• Build onboarding that gets new Insiders to real value immediately, and own onboarding CSAT
• Own the subscription lifecycle end to end, including dunning and payment retries
• Own renewal outcomes so members stay through every billing cycle

Churn Management

• Track member health signals and reach out before a member goes quiet
• Own the save flow for voluntary cancellations, deploying the right offer at the right moment
• Own recovery for members lost to failed payments, not lost interest, and know the difference

Engagement & Sentiment

• Own why engagement is high or low, and fix friction across teams wherever it lives
• Own CSAT and NPS, and close the loop on what they reveal

Engagement-Driven Expansion

• Spot members ready for an upgrade and hand them to Sales as warm, qualified leads
• Partner with Sales to build growth programs like referrals

Exit Experience

• Make sure the cancellation moment protects future reactivation and referral value

What Success Looks Like

• Churn trending down, save rate climbing, involuntary churn recovered before it's lost
• Members who stay longer, spend more, and tell their friends

Bonus Points If You Have

• HubSpot or similar CRM and lifecycle marketing experience
• E-commerce or DTC background
• Experience building a customer success function from scratch

Why This Role Is Different

Most retention jobs ask you to manage a churn report. This one asks you to build a membership experience people don't want to leave. If owning that excites you, we'd love to hear from you.

Equal Opportunity Employer
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