Member Success Lead

Role overview

Lead member success for a growing coaching service, owning the journey from invitation and onboarding through the first coaching session and ongoing engagement. The role combines hands-on, high-volume operations with team leadership and the design of repeatable systems that help members, coaches, and partner organizations work effectively together.

Responsibilities

- Lead the member success team and oversee the experience from program launch and sign-up through matching handoff, introductory calls, and first session. - Track activation, time to first session, engagement, satisfaction, utilization, and signs that a member may need support; use the findings to improve outcomes. - Manage member communications and issues across multiple programs, and work with partner-facing teams to streamline nominations, administration, and reporting. - Coordinate with teams responsible for coaching, coach capacity, recruiting, and product development to anticipate demand and improve the end-to-end experience. - Replace repetitive manual work with scalable workflows, self-service resources, automated communications, and well-timed reminders; partner with product and engineering when platform changes are needed. - Use member feedback and operational data to find friction early, recommend improvements, and assess whether changes worked.

Requirements

- Experience leading high-volume operations and improving customer or member journeys, including measurable results from systems or process changes. - Ability to manage competing priorities calmly, follow through on details, and close communication loops reliably. - Experience building workflows with tools such as HubSpot, Zapier, spreadsheets, or AI workflow builders; SQL is helpful. - People leadership experience, including setting clear ownership, developing team members, and supporting effective operations as a business grows. - Strong judgment in using data and feedback to identify risks, prioritize fixes, and measure results.

Benefits and work setup

- Fully remote work, with twice-yearly team gatherings. - Salary and equity, health, dental and vision coverage, and a retirement plan. - Flexible vacation, a home-office stipend, and access to coaching. - A collaborative workplace that emphasizes trust, respect, and work-life balance.