Head of Member Success
Core
Lead the full post-sale member lifecycle for a private investor network, ensuring high-net-worth individuals realize value through onboarding, activation, engagement, and renewal.
Role type
Head of Member Success (Leadership)
Builds
A scalable, operationally rigorous member success function for a private investor community
Domain
Private investment / High-net-worth membership services
Deliverable
client delivery
Required skills
Customer success leadership, membership management, retention forecasting, team coaching, playbook creation, executive escalation handling, data-informed operations
Preferred skills
Experience in private client services, investor networks, or premium membership organizations
Technologies
Member Health Score operationalization tools
Responsibilities
Manage the full post-sale member journey from onboarding to renewal; Execute the '100-Day Path to Renewal' strategy; Operate the save desk for at-risk renewals; Partner with Revenue Ops to operationalize Member Health Scores; Handle high-stakes member situations and pricing disputes; Drive referral generation from engaged members
Seniority
Senior, hands-on leadership