Member Success Manager

About us:

Chief is a private network of the most powerful women executives in business. Our mission is to maximize the leadership impact of our members. Our network represents more than 10,000 companies including 77% of the Fortune 100, and nearly 40% of our members are in the C-Suite. Chief has been recognized as one of TIME’s 100 Most Influential Companies and one of Fast Company’s Most Innovative Companies.

Membership to Chief provides access to a vetted community of senior women executives and valuable insights that shape their leadership. The experience is digital and in-person, allowing members to build connections, engage in compelling discussions, and access resources in ways that are most meaningful to them. Our offerings range from executive coaching and executive education to thoughtful in-person and virtual programming and events that guide leaders through the most pressing topics in business. We have members across the United States with clubhouse locations in NYC, LA, Chicago, San Francisco, and Washington, DC.

Founded in 2019, Chief is backed by renowned investors including CapitalG, General Catalyst, Inspired Capital, and Primary Ventures. 

Our network brings women in leadership together to share their ideas, insight, and influence, and the power of what we’re doing is felt by every member of our team. Our workplace is built on being real and respectful. We help grow careers, maintain our team’s wellbeing, and give everyone a seat at the table. We build teams where diverse voices, identities, perspectives, and experiences are represented and celebrated. Read more about working at Chief: https://chief.com/careers.  

About the Role:

Member 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 and contributing strategic improvements to our membership renewal strategy/operations. MSMs maintain deep knowledge of Chief’s products and services to offer support and guidance throughout all stages of membership, including renewal. When the business requires, this role may flex to include Onboarding Manager (OM) responsibilities. OMs guide our members when they begin their membership.

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 owning renewals and/or onboarding, establishing and maintaining strong relationships, strategic communications, and leveraging data to drive decisions.

What You’ll Do:

• Achieve both individual and team retention or onboarding goals on a monthly and quarterly basis

• Execute on monthly renewals process across all markets - ensuring that each member who reaches out for support has an impactful touchpoint that drives their retention

• Manage a high volume of calls, emails, and virtual meetings for a large, rolling pipeline

• Maintain comprehensive knowledge of Chief’s services, products, and network

• Serve as the voice of members to help the broader Chief team continue to iterate on services 

• Work cross-functionally with other teams and stakeholders on projects and strategy development designed to improve member retention and onboarding

• Drive member engagement and time-to-value in the early days of membership as well as upon membership renewal through effective and thorough onboarding

• Host a high volume of tailored 1:1 onboarding sessions and training to help members achieve their goals with our web, mobile, and IRL products, guiding them through best practices to ensure their long-term success with the membership

• Leverage data, member feedback, and past experiences to help identify areas of opportunity across Chief services, onboarding processes, and educational resources needed to better engage and enable our customers

• Test, collect feedback on, and iterate on onboarding playbooks and continuously look for ways to improve the efficiency and effectiveness of our team’s processes

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

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 destination to accelerate your career. Our compensation framework is a key part of our vision, and we continually revisit and invest in our philosophy and framework to ensure we remain competitive and relevant, on a quest to achieve our vision.

The pay transparency mandates, as well as our own policies and practices, are a means of narrowing the gender pay gap and fostering an engaged and positive working environment that builds trust, on our mission to change the face of leadership.

The base salary for this role is: $110,000

Chief participates in the E-Verify Program in certain locations, as required by law.

https://assets.chief.com/careers/e-verify.pdf

https://assets.chief.com/careers/right-to-work-poster.pdf