Manager, Member Success

📋 Description

• Run the team’s daily engine: operating rhythm, queue health, coverage, and SLA.
• Build a deep bench: coach MSMs and elevate Senior MSMs to coaches.
• Keep the team focused on high-value work with clean handoffs.
• Run team economics: maximize capacity; use credits and refunds strategically.
• Catch risk early with escalations and post-mortems.
• Translate priorities into weekly targets and process fixes.

🎯 Requirements

• 5+ years in client-facing success, support, or account mgmt.
• 1–2+ years directly managing people with ongoing relationships.
• Comfortable with financial/tax concepts (S-Corp, salary, estimated taxes).
• Data-driven; able to pull numbers and derive insights.
• AI-curious and capable with AI tools.
• Coaching mindset; strong leadership and ability to coach others.

🎁 Benefits

• Remote-friendly environment; open to US remote; Bay Area hybrid.
• Health & Wellness: $200 quarterly reimbursement.
• Fresh Lunch on in-office days for hybrid teams.
• Commuter Support: $150 monthly transit reimbursement.
• Time Off: Flexible PTO plus 14 company holidays.
• Retirement & Ownership: 401k plan plus an equity package.