Member Success & Retention Growth Architect

The Golfer's World; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Salt Strong is seeking a results-driven Member Success Manager to oversee retention, onboarding, and engagement for our Insiders Club. You will own the lifecycle from onboarding through renewal, drive churn reduction, and surface expansion opportunities to Sales.

You will partner with Marketing and Sales to create a proactive, value-first membership experience that keeps members engaged, renews reliably, and refers friends. We value initiative and hands-on leadership.

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 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.

Skills

Customer success

Account management

Retention

Onboarding

Strategic thinking

Self-directed

Tools

Chargebee

CRM systems

HubSpot

Job description

Salt Strong is seeking a results-driven Member Success Manager to oversee retention, onboarding, and engagement for our Insiders Club. You will own the lifecycle from onboarding through renewal, drive churn reduction, and surface expansion opportunities to Sales.

You will partner with Marketing and Sales to create a proactive, value-first membership experience that keeps members engaged, renews reliably, and refers friends. We value initiative and hands-on leadership.