Manager, Member Success

What you’ll do

• Run the team’s daily engine: Own daily and weekly operating rhythm, queue health, call coverage, SOP and metric hygiene to hit service-level bars (24-hour response, 5-day resolution, 90%+).
• Build a deep bench: Coach and QA MSMs’ calls and written communication daily, develop judgment, turn Senior MSMs into player-coaches, address underperformance.
• Keep team focused on high-value work: Partner with Service and Support for clean handoffs, surface friction, make coverage and staffing calls.
• Run team's economics: Keep capacity utilized, use credits/refunds/goodwill deliberately for satisfaction and retention.
• Catch risk early: Escalate member-facing or compliance risks, run post-mortems, use SLA patterns proactively.
• Make the work add up: Translate priorities into weekly targets, focus on high-leverage work, drive process fixes.

What you bring

• 5+ years in client-facing success, support, or account management in high-trust, high-value relationship businesses.
• 1–2+ years directly managing people who own ongoing relationships.
• Comfortable with financial and tax concepts (S-Corp structure, reasonable salary, estimated taxes) to coach tough calls.
• Data-savvy: Pull own numbers, build performance views for action.
• AI-curious: Used AI tools for drafting, summarizing, finding patterns; interested in further adoption.
• Real coach who leads by doing: Sit with team after hard calls to identify improvements.
• Hyper-organized: Run tight cadence of 1:1s, reviews, check-ins for 10–12 reports.
• Clear escalator: Raise structural problems, distinguish own judgment calls from those for Sr. Manager.
• Comfortable in AppSheet, Front, Slack, Calendly, G Suite; quick to learn new tools.

Nice to haves

• Experience managing player-coaches or senior ICs who mentor others.
• Background in financial services, fintech, or tax and accounting for small businesses.
• Experience working with dedicated escalations, financial resolution, or credits/refunds programs.

What we offer

• Remote-Friendly Environment with flexibility to work from home (U.S. remote candidates welcome; Bay Area hybrid).
• $200 quarterly wellness reimbursement.
• Flexible PTO plus 14 company holidays.
• 100% medical, dental, vision for employees; 75% for dependents.
• 16 weeks fully paid parental leave.
• 401k plan plus equity package.
• Quarterly virtual events and annual in-person summit.