Director, Member Success

NationSwell

2d•$115,000 - $130,000

About The Position

NationSwell is an executive membership community and advisory firm for mission-driven leaders and their organizations. The Institutional Membership (IM) program is an invitation-only program for leading companies, philanthropies, and investment firms, designed to help leaders advance their work in social impact, sustainability, philanthropy, and purpose-driven culture. The NationSwell Studio collaborates with leaders in the impact space to develop transformative social impact strategies, provide research and insights, and engage key audiences. The Director of Member Success will own service delivery for a portfolio of key Institutional Member accounts, acting as a thought partner to help members advance their work and ensure a meaningful, empowering, and nourishing NationSwell experience. This role involves working directly with senior leaders from influential organizations, co-owning renewal strategy with an Executive Sponsor, and designing expansion plays for priority accounts quarterly. The role also focuses on building deep relationships within member organizations and modeling NationSwell’s Standards of Service.

Requirements

7-10 years of experience in relationship management, account management, or managing memberships
Deep familiarity with at least one of the following; corporate impact, sustainability, financial institutions, philanthropy and foundations, or large nonprofit organizations
Understanding of how large organizations work and an ability to quickly speak the language of different organizations across sectors
Ability to manage executive-level relationships and grow business
Proven ability to manage multiple projects at a time while paying attention to detail, with the utmost respect for relationship capital
Ability to solve problems efficiently and thrive in a fast-paced environment with a start-up mentality
Excellent at oral and written communications, and presentations
A deep commitment to institutional impact and driving critical change in the United States and beyond

Responsibilities

Deliver an exceptional Institutional Member experience across a portfolio of key accounts, driving renewals and revenue retention through operational rigor and best-in-class servicing skills.
Co-own end-to-end renewal strategy in partnership with your Executive Sponsor, equipping them with a clear point of view across every account.
Drive cross-sells, and design and document expansion plays for priority accounts and all upcoming renewals each quarter.
Own member relationships within accounts, building deep relationships across the Principal and the team.
Model NationSwell’s Standards of Service.
Work with various internal stakeholders to continually improve our member offerings, regularly iterate on materials and experiences in response to partner needs, and proactively make recommendations for how the member experience and model can improve.
Help maintain up-to-date CRM records that can be leveraged by various internal stakeholders.
Act as ambassador at conferences and events and in support of member activities.
Stay up to date on industry trends and act as a conduit for shifting partner priorities or needs.