Manager, Member Success
New
C
CollectiveFintech / Accounting
Remote candidates within the U.S.Full-TimeManager
Salary$115K - $130K
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Job Details
- Experience
- 5+ years in a client-facing success, support, or account management role; 1–2+ years directly managing people
- Required Skills
- Data AnalysisAccount ManagementTeam managementCustomer SuccessGoogle WorkspaceSlack
Requirements
- 5+ years in a client-facing success, support, or account management role in a high-trust business.
- 1–2+ years directly managing people who own ongoing relationships.
- Familiarity with financial and tax concepts like S-Corp structure, salary, and estimated taxes.
- Data-savvy: ability to pull and analyze performance numbers.
- AI-comfortable: experience using AI tools for drafting, summarizing, and pattern recognition.
- Proven coaching ability that leads by example.
- Hyper-organized: ability to manage 1:1s, cadence, and reviews for 10-12 reports.
- Effective at escalating structural problems and identifying judgment calls.
- Proficiency in AppSheet, Front, Slack, Calendly, and G Suite.
- Experience managing player-coaches or senior individual contributors (nice-to-have).
- Background in financial services, fintech, or tax and accounting (nice-to-have).
Responsibilities
- Own the daily and weekly operating rhythm, queue health, call coverage, SOP and metric hygiene.
- Coach and QA Member Success Managers’ calls and written communication daily.
- Develop direct reports and address underperformance head-on.
- Partner with Service and Support to maintain clean handoffs and surface friction.
- Manage team capacity and use credits, refunds, and gestures to protect retention.
- Escalate member-facing risk and compliance-adjacent issues.
- Translate senior leadership priorities into actionable team targets.
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