Member Success Lead

# Member Success Lead Remote — USFull-time Posted Apr 2, 2026## Overview Lead the member success function — owning onboarding, retention, and renewal across the Approved Experiences membership base. You'll manage a team of advisors, set the playbooks, and ensure every member feels the quality of the service from day one through year three and beyond.## Responsibilities
* Manage and coach a team of member advisors across onboarding, retention, and renewal workflows.
* Design and iterate on the member onboarding experience to drive activation and early engagement.
* Own retention metrics: identify at-risk members, design intervention playbooks, and execute personally on high-value saves.
* Partner with product and engineering to surface member feedback into the roadmap.
* Build reporting and dashboards that track member health, NPS, and renewal rates.
* Coordinate with the concierge team to ensure seamless handoffs between service and success.## Qualifications
* 4+ years in customer success, account management, or member experience — ideally in a subscription or membership business.
* Prior people management experience with direct reports.
* Strong analytical instincts — comfortable building reports, interpreting cohort data, and making decisions from imperfect information.
* Excellent written and verbal communication.
* Empathy-first approach to member relationships with the operational discipline to scale it.## Nice to have
* Background in luxury, travel, hospitality, or premium consumer services.
* Experience with CRM and success tooling (Hub Spot, Vitally, Intercom, or similar).
* Prior experience at a startup where you helped define the function from scratch.