Full-Time Member Success Specialist

Position Summary: As a Member Success Specialist, you will ensure Cloud Native Computing Foundation (CNCF) members have a superior experience, fully understand their benefits, and remain engaged.

Key Responsibilities:

1. Onboarding and Orientation: Guide new members through onboarding, ensuring benefit comprehension. Conduct welcome calls, provide resources (Participation Guide, branding guidelines, events, education/certification). Facilitate account setup (LFX Org Dashboard, communication channels, training).
2. Member Engagement and Relationship Management: Be the primary contact for assigned members, building relationships via touchpoints and communication. Monitor benefit usage (events, training, certifications). Identify opportunities for member involvement in webinars, open-source projects, and initiatives.
3. Retention and Cross-Selling: Analyze data to predict churn, implement renewal strategies. Highlight cross-sell opportunities (Education programs, KubeCon event sponsorships, event registrations, commissioned research). Work with Member Success Lead for aligned outreach.
4. Reporting and Continuous Improvement: Track KPIs (onboarding, benefit utilization, retention). Maintain CRM records (Salesforce, HubSpot). Gather feedback to refine processes. Contribute to improvements in segmentation, engagement workflows, and communication templates. Assist internal partners (CNCF leaders, Education, Events).

Position Qualifications:

• Proven experience in customer success, member engagement, or account management.
• Strong interpersonal and communication skills (written & oral), ability to build rapport.
• Strong organizational and project management abilities, handling multiple accounts/tasks.
• Analytical mindset with data interpretation skills to improve experience and retention.
• Strong attention to detail, accuracy, and data maintenance.
• Familiarity with CRM platforms (HubSpot).
• Proactive, solutions-oriented approach, passion for excellent service.
• Success in environments requiring minimal support.
• Building relationships internally and externally.
• Team player
• Excellent time management and organization skills
• Understanding and communicating technology solutions
• High work ethic
• Unquestionable integrity
• Willingness to work outside regular business hours
• Bachelor’s degree preferred

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