# Member Relationship Manager

**Company:** [Range Finance](https://hotfix.jobs/companies/range-finance)
**Location:** McLean, VA
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Engagement, Feedback Analysis, Retention Strategies, Surveys, Interviews, Data Analysis, Cross-Functional Collaboration, Member Journey Mapping, Metrics Tracking, Qualitative Research
**Posted:** 2026-03-04

> Leads member outreach, collects and analyzes feedback on product usage, drives retention campaigns, and advocates for member needs cross-functionally with Product, Engineering, and Support teams. Requires 5+ years in customer success or engagement, strong analytics, and communication skills.

## Job Description

## 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.

## Similar roles

- [Tax Support Specialist](https://hotfix.jobs/jobs/e0093009-58c0-4284-96ce-2c6d64abf754) - Sphere - San Francisco, CA
- [Customer Onboarding Manager](https://hotfix.jobs/jobs/7b71afb6-595c-4acb-af14-f5ebede5c21a) - Idme - McLean, VA - $175k – $205k/yr
- [Care Pro Relationship Manager](https://hotfix.jobs/jobs/959a6fd4-60b8-4706-bd6b-2f58d187b830) - Honor - Remote - $64k – $68k/yr
- [Client Manager](https://hotfix.jobs/jobs/02b086d0-57f2-4700-994e-8593e43e7811) - Honor - Remote - $64k – $69k/yr
- [Customer Success Manager, Strategic Agency](https://hotfix.jobs/jobs/41b50034-d291-48a4-90a6-673878047d5b) - Scrunch - New York, NY - $110k – $140k/yr

**Apply:** https://hotfix.jobs/jobs/384e6ca1-7b8f-4f91-b77b-827ca349c5a1
**Canonical:** https://hotfix.jobs/jobs/384e6ca1-7b8f-4f91-b77b-827ca349c5a1