Member Success & Retention Manager

The Woodlands Area Chamber of Commerce; The Woodlands (TX); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

The Woodlands Area Chamber of Commerce is seeking a Member Success & Retention Manager to oversee the full member lifecycle from onboarding through renewal and potential exit. You will actively engage members, leverage data, and partner with Sales, Events, Marketing, and Finance to improve satisfaction and retention.

The role requires strong relationship-building, excellent communication, and the ability to manage multiple member relationships while supporting a high-quality member experience.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5 years in customer success, account management, or memberships roles.
• Experience with CRM or association-management systems preferred.

Responsibilities

• Own the member lifecycle from onboarding to renewal and exit.
• Proactively engage members using data to improve satisfaction and retention.
• Collaborate with Sales, Events, Marketing, Finance and Leadership to ensure a seamless member journey.

Skills

Relationship-building

Customer success

Communication

Data interpretation

CRM

Cross-department collaboration

Time management

Volunteer management

Flexible hours

Education

Bachelor's degree

Tools

CRM systems

Association-management software

Job description

The Member Success & Retention Manager is responsible for ensuring Chamber members receive meaningful value from their investment throughout the membership lifecycle.

The position owns the member experience from partnership initiation/sale through onboarding, activation, engagement, renewal and, when necessary, recovery or exit.

The Manager serves as a proactive relationship manager and member advocate, using personal outreach, member engagement data, and other indicators to identify opportunities to increase member satisfaction, participation and retention.

This position works closely with Membership Growth (sales), Signature Events & Programs, Marketing & Communications, Finance & Operations, and Chamber leadership to create a coordinated and exceptional member journey.

Knowledge, Skills & Abilities

Successful candidates should demonstrate:

• Exceptional relationship-building and customer/member-success skills.
• Strong interpersonal communication and active-listening ability.
• Ability to build trust with business owners, executives and community leaders.
• Strong customer-service and problem-resolution skills.
• Understanding of customer success, account management or membership retention principles.
• Ability to interpret data and convert insights into action.
• Strong organizational and follow-through skills.
• Comfort using CRM, membership-management and reporting systems.
• Ability to manage multiple member relationships simultaneously.
• Strong written and verbal communication skills.
• Ability to work collaboratively across departments.
• Sound judgment and discretion when handling member concerns.
• Ability to identify opportunities without creating an overly transactional member experience.
• Commitment to continuous improvement and service excellence.
• Ability to successfully manage volunteers, committee, and teams.
• Ability to work flexible hours including some early mornings and late evenings.

Preferred Experience

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Three to five years of experience in customer success, account management, membership organizations, association management, hospitality, relationship management, client services or similar fields.
• Experience managing customer/member retention or recurring-revenue relationships strongly preferred.
• Experience using CRM or association-management systems preferred.
• Experience working with/managing volunteer teams, groups, and programs.
• Events management/coordination.

Annual compensation is negotiable, starting at $55,000, depending on experience.

The Chamber offers excellent benefits including: 100% employer paid health insurance, a matching 401(k) plan, and paid time off.