Member Success Manager
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Job Description
Member Success Manager focusing on member satisfaction and retention at National Safety Council. Partnering with Networks team to deliver a tailored member experience and track engagement strategies.
Responsibilities:
- Serve as the primary point of contact for assigned members, building trusted, long-term relationships
- Maintain regular, proactive outreach to understand member goals, needs, and challenges
- Act as a member advocate internally, ensuring feedback and insights are shared and addressed.
- Develop and execute tailored engagement plans to increase member participation and satisfaction
- Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events
- Identify opportunities to strengthen member connection and maximize value
- Support onboarding processes to ensure new members successfully integrate and engage
- Monitor member engagement levels, identifying risks and addressing concerns early
- Support renewal readiness by reinforcing value and addressing barriers to continued participation
- Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services
- Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas
- Address member questions and concerns in a timely, solutions-oriented manner
Requirements:
- Bachelor's degree in business management, project management, or similar and at least 4 years of relevant experience in program/project management with responsibilities spanning multiple projects simultaneously.
- In lieu of education, at least 6 years of relevant experience.
- Strong relationship-building and interpersonal skills
- Excellent communication and listening abilities
- Ability to analyze engagement data and translate insights into action
- Highly organized, proactive, and member-focused
- Experience in member services, account management, or community engagement (non-sales focused)
- Experience working with the executive-level contacts is strongly preferred
- Experience or exposure to occupational safety and health roles is strongly preferred
- Works independently with moderate-to-minimal guidance.
Benefits:
- At least 20 PTO days accrued 1st year and 11 paid holidays
- Flexible work arrangements
- Comprehensive medical, dental, vision, and life insurance plans
- Flex spending accounts for medical and dependent care
- 403(b) & Roth 403(b) with employer match up to 6%
- Reimbursable training
- Dress for your day
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