3imembers
Head of Member Success
New York City
Sponsorship not specifiedDetected 62 days ago
ForecastingCustomer SuccessLeadership
About the role
- Success in this role is defined by member retention, engagement, activation, and overall member satisfaction and quality.
Responsibilities
- Strong coach who raises the floor of the team and develops talent
- High agency: willing to write the playbooks, handle executive escalations, and personally save key renewals to build the system
- Lead a critical function focused on long-term member value creation
- Build scalable systems that improve both member experience and business performance
- 3i is seeking a Head of Member Success to lead the full post-sale member lifecycle - from onboarding and activation through engagement, retention, and renewal.
- This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function.
- You will partner closely with Executive Directors, Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalized but scalable member experience.
Benefits
- Member Health Score operationalization, in partnership with Revenue Operations
- Strong operator: data-informed approach to member health, retention, and forecasting
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