[Hiring] Manager, Member Success @NationSwell

Role Description

The Manager, Member Success is a client-facing servicing role designed for a detail-oriented, relationship-driven professional who brings several years of experience supporting and growing accounts. This role partners closely with Executive Sponsors to deliver a high-quality member experience across a growing portfolio, ensuring members feel supported, understood, and consistently well-served.

The Manager supports members in advancing their impact goals by translating priorities into action, leveraging NationSwell’s offerings, and ensuring strong follow-through. Successful candidates enjoy balancing relationship management with operational rigor, take pride in quality execution, and bring a strong service mindset paired with emerging commercial instincts.

The salary for this role is $80,000-$85,000 plus commission. This is a remote position and must be performed in the United States.

Core Responsibilities

• Strategic Account Management: Deliver a high-quality Institutional Member experience across a portfolio of accounts, in close partnership with Executive Sponsors. Support renewal and expansion efforts by tracking and executing on engagement and value-driven activities, identifying opportunities, and helping execute renewal and upsell strategies to meet or exceed unit and revenue retention goals.
• Value Delivery: Develop a strong understanding of each member’s priorities and impact goals, and help translate those needs into concrete engagement across NationSwell’s programming, insights, and experiences. Coordinate internal resources to ensure members receive timely, relevant, and thoughtful support.
• Member Communications: Apply NationSwell’s playbooks and standards of service to produce polished, on-brand written touchpoints, decks, and follow-up materials across your portfolio. Respond promptly and thoughtfully to member inquiries, building trust through clarity and consistency.
• Knowledge Management: Maintain accurate, up-to-date CRM records for contacts, engagement activity, and opportunities. Support account planning by tracking member goals, touchpoints, and engagement plans in a way that enables strong collaboration across teams.
• Administration and Logistical Support: Proactively manage scheduling and coordination across accounts. Ensure invoicing, contracts, and paperwork are completed accurately and on time. Provide virtual and occasional on-site event support, including preparation, setup, and breakdown as needed.
• Opportunity Spotting + Commercial Support: Develop a working understanding of NationSwell’s revenue model and offerings. Identify opportunities to deepen engagement or expand impact within member accounts, and support the preparation of MOUs, proposals, renewals, and project documentation.
• Industry Tracking: Stay informed on key trends in social impact, philanthropy, and CSR. Share relevant insights, opportunities, and learnings internally to support individual and team growth.

Qualifications

• 4+ years of experience in account management, relationship management, customer success, or membership-based roles, with exposure to and ownership of renewals and retention metrics.
• Strong servicing instincts, with pride in quality, follow-through, and relationship stewardship.
• Comfort managing multiple accounts, projects, and priorities simultaneously.
• Tech-savvy and eager to learn, with experience using tools such as Google Workspace, Slack, Excel, Salesforce, Airtable, or similar systems.
• Solid project management skills, with the ability to keep workstreams moving and details organized.
• Strong judgment and professionalism when handling sensitive relationships and executive interactions.
• Proactive problem-solver who can anticipate needs, flag risks, and communicate clearly.
• Excellent written and verbal communication skills.
• Occasional travel (1–3x per year) will be required.

Benefits

• Health, dental, and vision insurance, HSA, FSA, and free memberships to OneMedical, Peloton App One, and Talkspace.
• Flexible paid time off and adaptable schedules to encourage your work-life balance.
• Paid time off for employees to volunteer for causes that matter to them and internal moments to celebrate it.
• Dependent Care FSAs and 16 weeks paid parental leave to support caregivers in the workplace.
• Employees are offered a 401k account, and we match a portion of each contribution.