[Hiring] Director of Member Success and Services @ExtensisHR

Role Description

TAG is seeking a strategic, data-driven, and community-oriented leader to serve as Director of Member Success and Services. This role is designed with potential for a future career path and leadership position responsible for TAG’s membership growth, renewals, member success, revenue operations, and potentially TAG’s professional societies and ecosystem programs.

TAG drives innovation among Georgia’s technology community, inspires tech leaders and fosters inclusivity through our foundational pillars – Connect, Promote, Influence and Educate – to a growing community of 30,000+ members. This role supports our membership who make Georgia a global hub of innovation.

What You'll Do

• Member Administration & Operations
  • Oversee membership administration processes including:
    • Invoicing and reporting
    • Membership renewals
    • Collections and member follow-up
    • CRM data integrity and member records management
    • Membership onboarding and processing
  • Prepare materials for and conduct orientations, onboarding sessions, and meetings for current and prospective members.
  • Prepare and coordinate membership communications, engagement campaigns, renewal outreach, and member updates.
  • Streamline membership administration and operational workflows, including self-service and digital member experiences.
  • Collaborate with leadership, sales, marketing, and operations teams to improve membership processes, reporting accuracy, and service delivery.
  • Provide support for TAG events, including major TAG events, executive programs, and society events.
  • Support member-facing activities that strengthen member satisfaction, engagement, and long-term retention.
  • Other duties as assigned.
• Member Strategies, Engagement & Brand Extension
  • Define and implement strategies for member engagement that strengthen TAG’s brand, increase participation, and improve membership retention.
  • Develop engagement initiatives that connect members to TAG societies, executive networks, events, thought leadership, and digital platforms.
  • Build scalable engagement programs designed to improve member satisfaction, increase member “health” scores, and deepen ecosystem participation.
  • Partner with marketing and communications teams to align membership messaging, member value proposition, and community engagement campaigns.
  • Identify opportunities to extend TAG’s visibility and influence through stronger member advocacy, referrals, participation, and ecosystem leadership.

Qualifications

• Strong customer service orientation with a proactive, member-first mindset focused on responsiveness, relationship building, and delivering exceptional member experiences.
• Positive, professional, and collaborative attitude with the ability to build trust and credibility with members, sponsors, executives, volunteers, and community leaders.
• Passion for community engagement, technology, innovation, and ecosystem development within Atlanta and Georgia.
• Strong operational, analytical, organizational, and problem-solving skills.
• Understanding of membership and recurring revenue business models, including:
  • Membership growth
  • Renewals and retention
  • ARR and MRR concepts
  • Churn and engagement analysis
  • Member health scoring and KPI management
• Experience developing, interpreting, and communicating KPI dashboards, executive reports, and business performance insights.
• Proficiency with business intelligence (BI) and reporting tools to analyze engagement trends, operational performance, and membership metrics.
• Advanced proficiency with Microsoft Office tools, including:
  • Microsoft Excel for analytics, reporting, forecasting, pivot tables, and KPI tracking
  • Microsoft PowerPoint for executive presentations and board communications
  • Microsoft Outlook, Teams, Word, and related collaboration tools
• Experience working with CRM, marketing automation, and member engagement platforms.
• Excellent written, verbal, presentation, and executive communication skills.
• Strong multitasking, prioritization, and time management skills with attention to detail and follow-through.
• Ability to work independently while also collaborating effectively across departments and stakeholder groups.
• Strong initiative with the ability to identify opportunities, solve problems, improve processes, and anticipate organizational and member needs.
• Comfortable operating in a fast-paced, entrepreneurial, and highly collaborative environment.
• Ability and willingness to support TAG events, including evening events and community-facing activities.
• Executive presence and professionalism suitable for interactions with senior executives, board members, sponsors, government leaders, and ecosystem partners.
• Ability to mentor, develop, and positively influence teammates and future staff as the organization scales.

Education & Experience

• 5+ years of experience in membership, customer success, recurring revenue operations, or association leadership.
• Bachelor’s Degree

Benefits

• Employer-provided healthcare, dental and vision, as well as 401(k) with match.
• Potential annual bonus, based on hitting established targets for the position and the organization’s overall performance.
• This is a mid-level position offering competitive nonprofit compensation and opportunities for professional growth. Salary Range: $55k-$65K, Performance Bonus and Benefits (Health, Dental, Vision and 401k).