Customer Success Manager

Decentralized Masters

12h•Remote

About The Position

Inflection Club is a private investor club that gives a small, vetted group of members curated access to exclusive private-market opportunities in AI, robotics, longevity, and infrastructure - deal by deal, without the constraints of a traditional fund. This role picks up where the EA hands off, owns the post-onboarding member relationship, and builds the systems that let member success scale beyond a single operator. Operates with the company value of an uncomfortable pace - moves fast, ships, course-corrects. We are looking for a Senior Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 37 members toward its next inflection point. This is a high-touch role serving a small number of high-net-worth investors. Member trust, communication discipline, and operational reliability matter more than volume. The CSM will work directly with the Director of Community and Director of Investments.

Requirements

3-5 years in Customer Success, account management, or client relations serving high-net-worth, enterprise, or high-ticket clients
Proven track record retaining, growing, and handholding a book of sophisticated, demanding clients
Confident, articulate live presenter with executive presence — comfortable hosting and leading calls with senior or high-net-worth audiences and commanding a room
Willing and able to work core US Eastern Time (EST) hours
Comfortable being the face of the company to accredited investors and C-suite-level individuals

Responsibilities

Own the full onboarding process end-to-end for every new member closed by Sales
Execute welcome communications, account setup, platform access, and first-touch orientation
Ensure every new member understands the club's structure, deal mechanics, SPV participation process, membership tier benefits, and Roundtable cadence before the relationship transitions into ongoing member success
Set the tone for the white-glove experience from day one — the onboarding experience is the member's first impression of the club post-sale
Personally guide each new member through their first Roundtable — hands-on, high-touch, and available at every step until they understand how the club is run
Build and maintain a repeatable onboarding playbook that can scale as membership grows
Define and track time-to-first-deal as the primary onboarding success metric — from closed-won to first SPV participation
Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot
Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling
Maintain a clear, professional, trustworthy voice consistent with the club's positioning - these are accredited, sophisticated investors
Drive renewals and tier upgrades (Council Member → Principal → Chairman) through proactive relationship management
Proactively engage members across the lifecycle - post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recap
Drive Roundtable attendance and participation (12 calls/year is the official member-call cadence)
Host and lead The Roundtable calls — run the room with presence and polish, drive discussion among high-net-worth members, and keep sophisticated investors engaged on live calls
Test and refine engagement playbooks; work with the team to systematize what works
Define and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signal
Spot at-risk members early - flag stalled engagement, missed Roundtables, unanswered deal materials - and re-engage before renewal risk crystallizes
Move members up the engagement ladder and tier ladder over time
Become the operator-level expert on the club's HubSpot instance
Maintain the member access-fee ledger and any successor systems for revenue tracking
Define and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-deal
Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline
Collaborate with the team on tooling, process, and member-facing initiatives
Help build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member base
Take on adjacent admin and ops work as needed - this is a small team, hands-on role