Member Success & Retention Lead

Sportsman's Guide; United States; Remoto; USD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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

Mansioni

• 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.

Conoscenze

Customer success

Account management

Subscription lifecycle

Onboarding

Retention strategy

CSAT / NPS

Churn management

Warm introductions to Sales

Self-motivated

Team collaboration

Strumenti

Chargebee

HubSpot

Descrizione del lavoro

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.