Manager, Member Success
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Job Description
Member Success Manager ensuring executive members' success and participation at Health Evolution through personalized support and engagement strategies.
Responsibilities:
- Build and maintain meaningful one-on-one relationships with executive members, serving as their primary point of contact and trusted resource within Health Evolution
- Develop and manage a best-in-class member onboarding experience
- Manage reporting of KPIs to track member benefit utilization, program engagement, and overall health of the membership
- Develop a deep understanding of each member's priorities and interests to deliver personalized program recommendations and connections
- Lead membership retention strategy, identifying at-risk members early and executing proactive outreach to drive renewal and long-term participation
- Partner cross-functionally to shape and continuously elevate the member experience across all touchpoints throughout the program year
- Continuously refine member support processes and service standards to improve response times, resolution quality, and overall member satisfaction
- Resolve membership and event-related inquiries with urgency and professionalism, ensuring every interaction reinforces trust and confidence in Health Evolution
- Serve as a knowledgeable, responsive resource for members across all Health Evolution products and programs, delivering support that reflects the caliber of our executive audience
- Serve as the internal voice of the member, sharing insights and trends with leadership to shape strategy and product offerings
- Conduct regular proactive touchpoints (check-ins, calls, surveys) to understand member goals, gather feedback, and identify opportunities to deepen engagement
- Identify opportunities to expand member engagement, including upsell or referral opportunities where appropriate
Requirements:
- Bachelor’s degree
- 4 or more years of work experience in a professional customer success or support role
- Demonstrated proficiency in Salesforce, Microsoft Word, Excel, and PowerPoint; advanced Excel skills greatly appreciated
- Demonstrated ability to communicate effectively with executives and colleagues
- Strong analytical skills
- Ability to work independently, but collaboratively in a remote environment
- Demonstrated curiosity in our healthcare system and the people who make it better
Benefits:
- Ability to work remotely
- Competitive compensation
- Competitive, comprehensive health care coverage
- Flexible paid time off
- 401k w/company match
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