Membership Success & Retention Lead – Hybrid

Salt Strong, LLC; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Salt Strong is seeking a Member Success Manager to own the post-join experience for Insiders Club members. You will manage onboarding, lifecycle, renewal outcomes, and proactive churn prevention to keep members engaged and returning for more.

The role demands hands-on strategy execution within a small, autonomous team, leveraging DTC know-how and subscription billing tooling to drive growth and retention across the world’s largest saltwater fishing club.

Qualifications

• 3+ years leading onboarding or retention for a subscription or membership business.
• Direct-to-consumer (DTC) experience strongly preferred, ideally in e-commerce, memberships, or subscriptions.
• 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

Skills

Onboarding

Retention

DTC experience

Chargebee

Strategic ownership

Tools

Chargebee

HubSpot

Job description

Salt Strong is seeking a Member Success Manager to own the post-join experience for Insiders Club members. You will manage onboarding, lifecycle, renewal outcomes, and proactive churn prevention to keep members engaged and returning for more.

The role demands hands-on strategy execution within a small, autonomous team, leveraging DTC know-how and subscription billing tooling to drive growth and retention across the world’s largest saltwater fishing club.