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.

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.