Full-Time Director of Member Experience

• Architect and lead the entire Member Success function from the ground up.
• Operate as a frontline Member Success Advocate (MSA)—learning the role, creating and refining systems, and documenting the playbook.
• Scale the department: hire, train, and lead the MSA team; implement renewal and engagement systems; and own the strategic oversight of Member Success.

What You'll Own:

• Building and leading the Member Success team
• Creating and tracking KPIs across retention, satisfaction, and engagement
• Owning the department P&L and budget
• Overseeing renewal forecasting, retention strategy, and member referral initiatives
• Representing the Member's voice at the executive leadership table
• Partnering cross-functionally with operations, acquisitions, and leadership strategy
• Advising on member-facing tech tools and systems (app, dashboard, member site)

Key Metrics You'll Influence:

• Member retention, renewal, and referral rates
• Departmental efficiency and P&L performance
• Net Promoter Score (NPS) and member satisfaction
• Team retention and engagement

You're Likely a Fit If You...

• Have led high-performing CX, Client Success, or Member Advocacy departments
• Thrive in executive roles that require systems thinking and emotional intelligence
• Can translate data into decisions—and decisions into impact
• Have experience building or scaling departments from scratch
• Know how to lead people with clarity, care, and accountability
• Are energized by mission-driven businesses and visibility at the leadership table

What is the last date for applying to the job?

Which countries are accepted for this remote job?