Collective

Collective

Manager, Member Success

United States

Sponsorship not specifiedDetected 14 days ago
Account ManagementAccountingCadenceCommunicationMentoring

About the role

  • Member Success exists to get members the most value out of their membership through outreach that happens before they ask, not tickets answered after they do, and that only works if the team delivering it is well-coached and protected from overflow.
  • You don't carry a permanent book, but you're never far from one: coverage gaps, escalations, and coaching moments put you in the queue and on the call.
  • Keep your team focused on high-value work.

Responsibilities

  • Build a deep bench. Coach and QA your MSMs' calls and written communication daily, develop judgment over just output, and turn your Senior MSMs into real player-coaches, addressing underperformance head-on before it becomes a pattern.

Requirements

  • You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong.
  • You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that's yours and one that belongs to your Sr.
  • Experience managing player-coaches or senior ICs who mentor others.
  • Experience working alongside a dedicated escalations, financial resolution, or credits/refunds program.
  • 5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business.
  • 1-2+ years directly managing people who own ongoing relationships, not just transactions.
  • Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you're not the one making it.
  • Data-savvy and self-serve. You're comfortable pulling your own numbers from whatever system you're given, building a clean view of how your team is performing, and turning it into something you and your Sr. Manager can act on.
  • AI-curious and AI-comfortable. You've used AI tools to do real work, drafting, summarizing, finding patterns, and you're genuinely interested in where Collective is taking this, not just tolerating it.
  • A real coach who leads by doing, not just observing. You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong.
  • Hyper-organized. You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10-12 direct reports without anything falling through the cracks.
  • A clear, fast escalator. You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that's yours and one that belongs to your Sr. Manager.
  • Comfortable in our day-to-day stack, AppSheet, Front, Slack, Calendly, and G Suite, and quick to pick up new tools as we add them.
  • Nice to haves

Compensation

  • Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you're not the one making it.
  • Team Connection: Quarterly virtual events and an annual in-person summit.

Benefits

  • Health & Wellness: $200 quarterly reimbursement to support your well-being.
  • Time Off: Flexible PTO plus 14 company holidays.
  • Comprehensive Coverage: 100% medical, dental, and vision for employees
  • 75% coverage for dependents.
  • Parental Leave: 16 weeks fully paid.
  • Retirement & Ownership: 401k plan plus an equity package.
  • Partner closely with Service and Support so handoffs stay clean, surface friction early so it gets fixed at the source, and make the day-to-day coverage and staffing calls yourself.
  • You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10-12 direct reports without anything falling through the cracks.
  • Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.

Company info

  • Collective is on a mission to redefine the way businesses-of-one work.
  • Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform.
  • We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.
  • Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more.
  • We are backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google's Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.
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