Member Relationship Manager

Responsibilities

• Conduct proactive outreach to members (via email, phone calls, in-app messages, or other communication channels) to engage them, understand how they’re using Range, and encourage deeper engagement.
• Collect qualitative and quantitative feedback on product functionality, usability, and overall member experience — for example, via surveys, interviews, or feedback sessions.
• Analyze feedback and engagement data to identify patterns, pain points, and opportunities for improving the product and member journey.
• Collaborate cross-functionally with Product, Engineering, and Support teams to ensure feedback leads to actionable improvements.
• Develop and implement member engagement and retention campaigns (onboarding follow-ups, check-ins, re-engagement campaigns, loyalty/advocacy programs, etc.).
• Define and track key member-experience metrics (e.g., retention rate, engagement frequency, satisfaction scores) and report on those to leadership.
• Serve as an internal advocate for members — representing the “voice of the member” in product discussions, roadmap planning, and feature prioritization.
• Help design and maintain feedback loops: regular member check-ins, surveys, focus groups, or other mechanisms to surface member sentiment over time.

Requirements

• 5+ years of experience in customer experience, customer success, member engagement, or a similar role (ideally in a fintech, SaaS, or membership-based business).
• BS or BA from a leading university.
• Strong communication skills — able to engage members with empathy, build rapport, and elicit honest feedback.
• Analytical mindset: comfortable working with both qualitative and quantitative data to detect trends, draw insights, and make recommendations.
• Cross-functional collaboration skills: able to work across Product, Engineering, and Support to translate insights into action.
• Experience with feedback collection and member journey mapping (surveys, interviews, feedback mechanisms, journey maps, retention initiatives).
• A member-centric mindset: you care deeply about understanding members’ needs, and you believe in shaping the product and experience around them.

Benefits

• Health & Wellness: 100% employer-covered medical insurance for employees (75% for dependents), plus dental and vision coverage.
• 401(k): Retirement savings program.
• Paid Time Off: Dedicated time to reset and recharge plus most federal holidays.
• Parental Leave: Comprehensive leave policy.
• Meals: Select meals covered throughout the week.
• Fitness: Monthly movement stipend.
• Equity & Career Growth: Early exercise eligibility and professional development.
• Annual Compensation Reviews: Salary and equity refreshes based on performance.
• Boomerang Program: After two years, take time away to start your own company with spot held for 6 months.