[Hiring] Member Success Manager @Crecera Brands

Role Description

A subscription retention and customer success role that owns engagement, satisfaction, and retention for our existing Insiders Club membership base:

• Onboarding
• The subscription lifecycle
• Churn
• Member sentiment
• Surfacing expansion opportunities to Sales

Sales and Marketing bring members in the door. From there, it's yours. You make every member feel at home in the world's largest private inshore saltwater fishing club, keep their time on the water great, and give them every reason to stay.

Qualifications

• 3+ years in customer success, account management, or retention for a subscription or membership business
• Hands-on experience with subscription billing systems; Chargebee is a strong plus
• A track record running onboarding and retention programs
• Comfort owning strategy and execution; this is a hands-on seat with a small team reporting in
• Energetic and self-directed; you don't need someone standing over your shoulder

Requirements

• Primary KPI: Member Retention & Engagement
• Sales owns the revenue number. You own making sure the members behind it are engaged enough to want more.

What You'll Own

• Onboarding & Lifecycle
  • Build onboarding that gets new Insiders to real value immediately, and own onboarding CSAT
  • Own the subscription lifecycle end to end, including dunning and payment retries
  • Own renewal outcomes so members stay through every billing cycle
• Churn Management
  • Track member health signals and reach out before a member goes quiet
  • Own the save flow for voluntary cancellations, deploying the right offer at the right moment
  • Own recovery for members lost to failed payments, not lost interest, and know the difference
• Engagement & Sentiment
  • Own why engagement is high or low, and fix friction across teams wherever it lives
  • Own CSAT and NPS, and close the loop on what they reveal
• Engagement-Driven Expansion
  • Spot members ready for an upgrade and hand them to Sales as warm, qualified leads
  • Partner with Sales to build growth programs like referrals
• Exit Experience
  • Make sure the cancellation moment protects future reactivation and referral value

What Success Looks Like

• Churn trending down, save rate climbing, involuntary churn recovered before it's lost
• Members who stay longer, spend more, and tell their friends

Bonus Points If You Have

• HubSpot or similar CRM and lifecycle marketing experience
• E-commerce or DTC background
• Experience building a customer success function from scratch

Why This Role Is Different

Most retention jobs ask you to manage a churn report. This one asks you to build a membership experience people don't want to leave. If owning that excites you, we'd love to hear from you.