Member Success Representative

For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market.

Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.

Member Success Representative

The Member Success Representative serves as a primary point of contact for SPINS IX ONE members throughout their relationship with our organization. This role goes beyond traditional customer support. Member Success Representatives are responsible for helping members successfully navigate the SPINS IX-ONE Platform, understand their membership, resolve account and operational challenges, and receive the guidance needed to get value from our services.

This is a relationship-focused role that requires strong communication, organization, judgment, and problem-solving skills. The ideal candidate is comfortable managing multiple accounts and priorities, communicating with members by email and phone, navigating difficult or sensitive conversations, and coordinating across internal teams to drive issues through resolution.

Member Success Representatives support members across onboarding, product submission, platform adoption, billing and account questions, renewals, retention, and ongoing membership needs.

What You’ll Do

Own the Member Experience

• Serve as a trusted point of contact for assigned and incoming member inquiries.
• Manage member cases from initial outreach through resolution using our CRM platform.
• Provide timely, clear, and professional communication through email, phone, and scheduled meetings.
• Take ownership of member concerns by identifying the issue, determining the appropriate path forward, and coordinating with internal teams when escalation is required.
• Maintain accurate and detailed CRM documentation, including member communications, decisions, next steps, and account activity.
• Proactively follow up with members rather than waiting for them to re-engage.

Support New Member Onboarding

• Guide new members through their first 60 days with SPINS IX-ONE.
• Help members understand platform access, available resources, product submission requirements, and next steps.
• Educate members on the SPINS IX-ONE Platform and available support resources.
• Monitor onboarding progress and identify accounts that may require additional outreach or intervention.
• Help members understand product submission and Professional Capture requirements, including required product information, and shipping processes.
• Set clear expectations around product processing, publication, review, and ongoing account support.

Manage Renewals and Retention

• Support assigned membership renewals and communicate renewal information to members.
• Confidently explain membership pricing, services, and overall value.
• Have professional conversations with members regarding pricing increases, billing concerns, account changes, and renewal questions.
• Identify potential cancellation or retention risks and work with leadership and appropriate internal partners to determine next steps.
• Conduct proactive…