POSITION SUMMARY

The Member Success Manager will lead and oversee the operations of a high-performing B2C customer success team, dedicated to delivering an exceptional, high-quality customer experience. This role focuses on ensuring subscription satisfaction, engagement, retention, and driving Monthly Recurring Revenue (MRR) growth. The Manager will be instrumental in fostering strong long-term relationships, guiding the team to deliver white-glove service, and ensuring a seamless experience for every client.
The role will also prioritize the design and maintenance of efficient department processes, ensuring streamlined workflows that support customer success and operational excellence. This includes facilitating smooth onboarding for new users and leveraging data-driven insights to optimize the customer journey. The Member Success Manager will monitor churn, customer feedback, and product adoption to continuously improve the customer experience.
The Member Success Manager will oversee escalated customer complaints in collaboration with cross-functional teams, ensuring that high-priority issues are resolved swiftly with minimal disruption. They will drive the ongoing development and coaching of the customer support team, relationship managers, and subscription associates, ensuring alignment with company goals and maintaining the highest standards of service. By focusing on efficiency and quality, this role will ensure a consistent, superior experience for all customers.

EXPERIENCE REQUIREMENTS:

• 7+ years of experience in customer success, relationship management, or customer support within a B2C or D2C SaaS or subscription-based business model (Required)
• 5+ years of management experience managing customer-facing teams, including customer support, relationship managers, account managers, and subscription associates (Required)
• Experience in driving retention, cross-sell, and upsell strategies, with a focus on growing Monthly Recurring Revenue (MRR) and increasing Customer Lifetime Value (LTV) (Required)
• Strong experience with customer service technologies (e.g., CRM systems like Salesforce, Zendesk, HubSpot, etc.) and data analysis tools (Required)
• Experience in handling complex or escalated customer issues, with a demonstrated ability to manage customer relationships through challenging situations (Required)
• Proven track record of collaboration across departments (e.g., product, marketing, sales) to achieve business goals and drive company-wide success (Required)
• Experience in the trading or financial services industry is a plus, with the ability to understand trading terminology, customer needs, and industry-specific challenges (Required)
• Proven track record in understanding customer needs and implementing strategic processes to enhance satisfaction (Required)

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in Finance, Communications, Business, Marketing, or a related field (Preferred)
• HubSpot certification (Preferred)
• Certifications in Customer Success Management, Account Management, or related fields (Preferred)
• Experience in high-touch customer success roles within high-value industries like fintech, software, or subscription services (Preferred)
• Experience with product management or subscription-based billing platforms (Preferred)

Please refer the Job description for details