Member Success Manager

Member Success Manager – Volunteer

New Life Serenity Center is dedicated to empowering women in the Midwest to reclaim their full potential and thrive in recovery. We support each individual in building a unique foundation for success, providing curated resources that inspire them to lead productive, meaningful, and fulfilling lives.

As a volunteer Member Success Manager, you will collaborate directly with our Executive Director and serve as the first point of contact for prospective members. You will guide members through the intake and onboarding process with care and clarity, ensuring a supportive and empowering experience.

• Schedule and facilitate interviews with prospective members.
• Assess fit for the organization and propose suitable programs.
• Onboard qualified members into our programs.
• Maintain accurate records in our CRM system.
• Collect feedback and testimonials to continually improve programs.
• Develop and maintain strong relationships with program members as their primary point of contact.
• Conduct regular check‑ins and assessments to understand members' needs, progress, and challenges.
• Collaborate with members to create individualized success plans.
• Identify potential barriers to success and develop strategies to overcome them.
• Advocate for members within the organization and ensure their needs are addressed.
• Guide members to accessing relevant resources and support services.
• Establish clear metrics and indicators to track member progress.
• Review and analyze data to assess the effectiveness of support strategies and make adjustments.
• Work closely with program directors, counselors, and staff for a holistic approach to member success.
• Provide insights and feedback on program effectiveness.
• Develop and facilitate educational workshops and programs.
• Collaborate with relevant professionals and organizations to enhance educational offerings.
• Maintain accurate and timely records of member interactions, progress, and success stories.
• Prepare regular reports for the Executive Team on member success metrics and program effectiveness.

• Bachelor’s degree in social work, psychology, counseling, or a related field.
• Proven experience in case management, social work, or a related role.
• Excellent interpersonal and communication skills.
• Empathetic and compassionate approach to member support.
• Strong organizational and problem‑solving abilities.
• Familiarity with mental health and addiction recovery is a plus.
• Experience with MS Office Suite and CRM systems, or a strong willingness to learn.
• Availability during EST office hours and occasional weekend team meetings.
• High level of confidentiality and empathy.
• Familiarity with the 12‑step program.

• 3–5 hours of comprehensive training.
• A passionate and supportive team dedicated to helping those in need.
• Opportunity to make a meaningful difference in your community.
• Potential for a modest monthly stipend.

Submit your resume and a cover letter outlining your relevant experience and why you are passionate about supporting individuals on their journey to recovery.

New Life Serenity Center is an equal opportunity organization. We encourage candidates from diverse backgrounds to apply.