Member Success Manager

About us:

Chief is the largest network of senior executive women, representing more than 10,000 companies and 77% of Fortune 100 companies. Chief members are located across the U.S. and 40% are in the C-Suite.

Chief is designed to help our members maximize their leadership impact through powerful connections, valuable insights, and executive development. We offer a wide range of services both in-person and on our digital platform. We have clubhouse locations in New York, Los Angeles, Chicago, San Francisco, and Washington, DC where our members can come together in community including at Chief-hosted events. 

Diversity, equity, inclusion, and belonging are central to our community and how we work. Knowing that our people are the most important driver of our success, we focus on building teams where the power of diverse voices, identities, perspectives, and experiences is celebrated.

Chief is backed by renowned investors including CapitalG, General Catalyst, Inspired Capital, and Primary Ventures and we’ve been recognized as one of TIME’s 100 Most Influential Companies and one of Fast Company’s Most Innovative Companies.

About the Role:

Member engagement and retention is integral to supporting Chief’s mission and is a top goal for our organization. The Member Success Manager (MSM) is a key individual contributor, responsible for guiding our members at pivotal points in their journey to achieve monthly member engagement and retention goals, supporting members throughout their experience, and contributing strategic improvements to our membership engagement and renewal strategy and operations. MSMs maintain deep knowledge of Chief’s products and services to offer support and guidance throughout all stages of membership, including renewal. 

The ideal candidate possesses proven sales acumen, customer success operational skills, and exceptional written and verbal communication skills. We are looking for someone with experience establishing and maintaining strong relationships, strategic communications, owning renewals, and leveraging data to drive decisions.

What You'll Do: 

• Achieving both individual and team engagement and retention goals on a monthly and quarterly basis
• Proactively engage with members throughout their experience to drive member activity, collecting member goals and guiding them to services, resources, and connections to drive them to value
• Executing on monthly renewals process across all markets - ensuring that each member who reaches out for support has an impactful touchpoint that drives their retention
• Managing a high volume of calls, emails, and virtual meetings for a large, rolling pipeline
• Maintaining comprehensive knowledge of Chief’s services, products, and network
• Serving as the voice of members to help the broader Chief team continue to iterate on services 
• Working cross-functionally with other teams and stakeholders on projects designed to improve member retention 

What You’ve Done and Enjoy Doing:

• Self-starter with experience working in a Customer Success, Account Management, or similar customer-focused role, and a proven track record of meeting or exceeding renewal goals
• Strategic thinker who can effectively balance representing/advocating for both Chief and the member
• Comfortable owning KPIs (Key Performance Indicators) and adhering to detailed operating procedures
• Possess excellent written and verbal communication skills
• Thrive in fast-paced, ever-evolving work environments
• Able to present to and influence at all levels, including executive and C-level
• Creative problem solver who is confident leading complex conversations
• Passion for the Company’s mission — to change the face of leadership

Why You’ll Want to Work Here:

• Competitive salary and equity
• Flexible vacation policy and 4.5 day work weeks
• 20 weeks of paid gender-neutral parental leave
• Full medical, dental, and vision packages, 401(k)
• Opportunity to work for a startup focused on driving real change for women in business
• Opportunity to create and attend inspiring experiences and events with leaders of the industry
• Access to our ongoing virtual Chief member exclusive content, including workshops, thought leadership, and iconic speakers
• Living and Learning Stipends available

While we’re committed to remaining compliant and adhering to mandates, for us, pay transparency is more than a consideration of what’s lawful and unlawful but rather, an opportunity to disclose what’s required, and what we think is a fair and equitable compensation framework.

At Chief, we want to hire, develop, and retain the best talent, making Chief a top destinati