Manager, Member Success

NationSwell

12d•$80,000 - $85,000•Remote

About The Position

The Manager, Member Success is a client-facing servicing role responsible for supporting and growing a portfolio of Institutional Membership accounts. Working closely with Executive Sponsors, the Manager delivers a high-quality member experience and helps members advance their impact goals by translating their priorities into action and connecting them with NationSwell’s programming, insights, and experiences. The role combines relationship management, operational execution, and emerging commercial responsibilities, including support for renewals and account expansion. The position is remote and must be performed in the United States. Occasional travel, approximately 1–3 times per year, is required. The salary is $80,000–$85,000 plus commission.

Requirements

At least 4 years of experience in account management, relationship management, customer success, or membership-based roles, with exposure to and ownership of renewals and retention metrics.
Strong service instincts and a commitment to quality, follow-through, and relationship stewardship.
Ability to manage multiple accounts, projects, and priorities simultaneously.
Tech-savvy and eager to learn; experience with tools such as Google Workspace, Slack, Excel, Salesforce, Airtable, or similar systems.
Solid project management skills and the ability to keep workstreams moving and details organized.
Strong judgment and professionalism in handling sensitive relationships and executive interactions.
Proactive problem-solving skills, including anticipating needs, flagging risks, and communicating clearly.
Excellent written and verbal communication skills.
Ability to travel occasionally, approximately 1–3 times per year.

Responsibilities

Manage a portfolio of Institutional Member accounts and deliver a high-quality member experience in partnership with Executive Sponsors.
Support renewal and expansion efforts by tracking engagement and value-driving activities, identifying opportunities, and helping execute renewal and upsell strategies to meet or exceed unit and revenue retention goals.
Understand members’ priorities and impact goals and translate them into relevant engagement with NationSwell programming, insights, and experiences.
Coordinate internal resources to provide members with timely, relevant, and thoughtful support.
Prepare polished, on-brand written communications, presentations, and follow-up materials; respond promptly and thoughtfully to member inquiries.
Maintain accurate, current CRM records for contacts, engagement activity, and opportunities, and track member goals, touchpoints, and engagement plans to support account planning and collaboration.
Manage account scheduling and coordination, and ensure invoicing, contracts, and paperwork are completed accurately and on time.
Provide virtual and occasional on-site event support, including preparation, setup, and breakdown as needed.
Develop a working understanding of NationSwell’s revenue model and offerings; identify opportunities to deepen engagement or expand impact within member accounts.
Support preparation of MOUs, proposals, renewals, and project documentation.
Stay informed about trends in social impact, philanthropy, and CSR, and share relevant insights, opportunities, and learnings internally.
Travel occasionally, approximately 1–3 times per year.