Member Success Manager

Own advisor engagement, activation, and retention in Our Membership. If you love building real relationships, obsess over whether members are actually using what they pay for, and are wired to take ownership of results, you’ll like this role. If you just want to answer tickets, you won’t.

About The Firm

Our firm helps financial advisors build highly profitable, low-drama practices using proven processes from our own 7-figure firms. Our Membership program gives advisors the tools, support, and accountability to implement meaningful improvements in their businesses. We’re helping advisors take action, put proven strategies into practice, and achieve real results.

The Role

You will be the face and owner of the Membership experience for our advisors. Your job is simple to say, hard to do: make sure members engage with their membership every 30 days and stay long term. You’ll manage onboarding, proactive ongoing touchpoints, communications, and content so advisors feel seen, supported, and successful in our ecosystem.

What You Will Own

• Member Onboarding & Activation: Run onboarding and initial strategy calls with new members, establishing strong relationships from the beginning. Make sure every new member understands how to use each component of their membership. Design and follow a clear activation path so members take the key actions that correlate with staying longer.
• Ongoing Engagement & Accountability: Conduct quarterly accountability checkpoints to discuss progress, identify challenges, and encourage continued implementation. Proactively connect with members who have become inactive or may be at risk of disengaging and run retention calls. Participate in the Member Forum and live / virtual events as a Membership representative.
• Member Communications & Content: Plan and deliver member communications around events, new content, and key milestones. Coordinate creation and upload of new content to the member site. Own the annual member calendar so delivery feels consistent and choreographed.
• Retention & Upgrades: Monitor member engagement and retention metrics; flag risk early and act. Loop in Sales to support renewals, retention efforts, and membership upgrades. Propose improvements to the member journey that increase usage, satisfaction, and retention.
• Operations & Reporting: Keep weekly project tasks on track; escalate issues early. Maintain the Membership scorecard and update metrics before team meetings. Contribute to quarterly and annual reporting on engagement and retention.

How Success Is Measured

You’ll know you’re winning when:

• 100% of members have a meaningful interaction with our firm at least once every 30 days.
• Member retention is 75% or better.
• All forum questions receive a timely, helpful response.
• Project tasks related to Membership are completed on or before their due dates.
• No member-related tickets sit open longer than one week.

This Role Is For You If…

You enjoy owning a number and working backward from it. You’re energized by high-touch relationships and thoughtful follow-through. You write clearly, speak confidently on Zoom, and are comfortable leading calls. You like organized systems, checklists, and keeping a lot of moving parts on track.

This Role Is Not For You If…

You prefer waiting for members to reach out instead of checking in proactively. You dislike being held to clear engagement and retention metrics. You need constant direction instead of creating and improving the playbook.