[Hiring] Customer Success Manager @Decentralized Masters

Role Description

We are looking for a Senior Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 37 members toward its next inflection point.

This is a high-touch role serving a small number of high-net-worth investors. Member trust, communication discipline, and operational reliability matter more than volume. The CSM will work directly with the Director of Community and Director of Investments.

Key Responsibilities

• Onboarding
  • Own the full onboarding process end-to-end for every new member closed by Sales.
  • Execute welcome communications, account setup, platform access, and first-touch orientation.
  • Ensure every new member understands the club's structure, deal mechanics, SPV participation process, membership tier benefits, and Roundtable cadence before the relationship transitions into ongoing member success.
  • Set the tone for the white-glove experience from day one.
  • Personally guide each new member through their first Roundtable.
  • Build and maintain a repeatable onboarding playbook that can scale as membership grows.
  • Define and track time-to-first-deal as the primary onboarding success metric.
• Member Support
  • Handle inbound member communication via email, WhatsApp, and HubSpot.
  • Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling.
  • Maintain a clear, professional, trustworthy voice consistent with the club's positioning.
  • Drive renewals and tier upgrades through proactive relationship management.
• Member Engagement
  • Proactively engage members across the lifecycle.
  • Drive Roundtable attendance and participation.
  • Host and lead The Roundtable calls.
  • Test and refine engagement playbooks.
  • Define and tune a Member Health score.
  • Spot at-risk members early and re-engage before renewal risk crystallizes.
  • Move members up the engagement ladder and tier ladder over time.
• Analytics and Reporting
  • Become the operator-level expert on the club's HubSpot instance.
  • Maintain the member access-fee ledger and any successor systems for revenue tracking.
  • Define and monitor member-success KPIs.
  • Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline.
• Cross-functional Support
  • Collaborate with the team on tooling, process, and member-facing initiatives.
  • Help build scalable systems and playbooks for member success.
  • Take on adjacent admin and ops work as needed.

Qualifications

• 3-5 years in Customer Success, account management, or client relations serving high-net-worth, enterprise, or high-ticket clients.
• Proven track record retaining, growing, and handholding a book of sophisticated, demanding clients.
• Confident, articulate live presenter with executive presence.
• Willing and able to work core US Eastern Time (EST) hours.
• Comfortable being the face of the company to accredited investors and C-suite-level individuals.

Benefits

• Competitive salary + performance-based incentives tied to retention.
• Direct exposure to founders.
• Ability to shape the entire customer success function.
• Remote work.
• High ownership, high-impact role.
• Growth into Head of Lifecycle / CS Operations / Revenue Ops.