Director, Member Success
Core
Own member engagement, retention, and renewal from year two forward for a high-net-worth investor community; build the function from scratch including health scoring, communications, and team hiring.
Role type
Director, Member Success (building a function from greenfield)
Builds
Member health score, proactive communication strategy, quarterly engagement framework, and a dedicated team
Domain
Private investor networks / Family offices / Alternative investments
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work -> client delivery (member retention & engagement)
Required skills
Building member success functions from scratch, managing sophisticated high-value relationships, data-informed retention forecasting, strategic communications planning, team building and hiring, senior judgment on sensitive matters
Preferred skills
Experience in private client services, investor networks, or premium membership organizations
Technologies
Member health scoring logic, communication platforms, forecasting tools
Responsibilities
Drive engagement and renewal for members in year two and beyond; Partner with Regional Directors on seamless member transitions; Define and build the member health score; Own member communications strategy; Conduct quarterly strategic conversations with members; Forecast renewals and manage at-risk accounts; Shape new member onboarding; Convert engaged members into referrals; Handle senior-level escalations (code of conduct, pricing); Hire and lead the member success team
Seniority
Director, hands-on IC building a function