Director, Member Success

3i Members•New York City, NY

10d•Onsite

About The Position

3i is a rapidly growing, invitation-only community of family offices and private investors sharing deals, insights, and contacts. With a focus on alternative and off-market deal flow, shared benefits, and investor services, 3i serves as a kitchen table around which highly engaged high net worth individuals can discuss and debate compelling, unexpected opportunities in emerging sectors. 850+ members across nine cities and 27 countries. $1.5B deployed through the network. Grown entirely through member referrals since 2021. The Role We are hiring a Director of Member Success to own the member relationship from the second year forward. Here is how that works at 3i. A Regional Director brings a member into the community and stays with them through their first year, helping them get up to speed and take advantage of being part of the group. After that first renewal, the relationship moves to you. That represents roughly two thirds of our members today, and it's the foundation the community is built on. You own their engagement, retention, and renewal from year two on, and you own member communications across the full lifecycle. You will also help shape how we welcome new members during onboarding. Your perspective on what keeps members engaged will help inform how that first year is designed. Members who love 3i tend to bring people with them, and part of your job is making that easy. Your goal is to help drive new member referrals and keep growing the community. 3i has grown quickly, and the community has reached the point where member success deserves a dedicated function and a dedicated leader. You will have the resources to build it the way you think it should be built, and to hire the team that runs it. How We Think About Member Success 3i runs 450 events a year and the community is very active IRL and online. The members who come to everything already know what their membership is worth. This role exists for the member who joined with real intent and has not yet found their way in. They have not been in a deal yet. There was an event near them last month and they could not make it. There are three members in this community who would make the whole thing obvious for them, and nobody has made that introduction. Finding those members early, and changing that, is the work.

Requirements

You have built a member success or customer success function, not only run one that already existed. That distinction matters here more than years, though most people who have done it are five or more years in.
You have managed sophisticated, high-value relationships. Private client services, investor networks, advisory or professional services, premium membership organizations, or enterprise account management where your customers were senior and discerning. What matters is that you have worked with people who hold a high standard and can tell the difference between real attention and a cadence.
You are a strong operator. Data-informed on member health, retention, and forecasting, and comfortable building the measurement rather than inheriting it.
You have a point of view and you are willing to defend it. You see disagreement as how good decisions get made, and you are comfortable telling us when you think we have something wrong. The customer success playbook here is not written yet, and we are hiring you to write it.
You can navigate internal change. Building this function means working closely with the Regional Director team on how relationships evolve, and doing it well matters as much as any system you put in place.
You have high agency. You will write the playbooks, take the escalations, and personally save key renewals in order to learn what the system needs to do.

Responsibilities

Engagement, retention, and renewal for the members in year two and beyond. Coverage is pooled rather than one to one, so the team can spend its time where it matters most.
Partnering with the Regional Director team on how members transition into your care after their first year, in a way that feels seamless from the member's side.
Building the member health score. This is greenfield. You will define the inputs, the logic, and how the team uses it to spot members who need attention well before a renewal is in question.
Owning member communications. We have a newsletter today and a lot of room to build something more proactive and more personal. You decide what members hear from us, when, and why.
Running a prepared quarterly conversation with every member in your base. Not a status call. Here are three members I want you to meet, here is the event you should be at next month, here is a deal I thought you would want to see.
Forecasting renewals with confidence, and building the plan for members who are at risk of not returning.
Helping shape how new members are welcomed in year one, and showing up in that process so members see a second face early.
Turning your most engaged members into introductions for the Regional Director team.
Handling the situations that call for senior judgment: code of conduct, pricing, and sensitive member matters.
Hiring and building the team underneath you.