Manager, Member Success
About The Position
The Toronto Region Board of Trade is seeking a Manager, Member Success to support the Board’s membership revenue strategy. Reporting to the Senior Director, Sales & Engagement, this role is responsible for maintaining value-oriented relationships with members and delivering tailored experiences that advance members’ business objectives. This role is ideal for someone who thrives in a fast-paced, relationship-driven, membership or association environment and who can translate the Board’s assets—such as policy and advocacy work, thought-leadership events, programs, and services—into clear, measurable value for members. The Manager, Member Success, works closely with internal teams and senior stakeholders to drive retention, renewal, and growth by proactively engaging members, understanding their evolving business needs, and demonstrating successful outcomes. We are looking for an individual with a dynamic, professional presence who can build rapport, manage key relationships, and confidently represent the Board across the GTA.
Requirements
- A minimum of 2 years of experience in an account management, client success, or relationship management role within a B2B environment; experience in a membership-based or association setting is an asset.
- Experience working in a CRM-driven environment, including the use of data and analytics to inform engagement and sales activity.
- Experience operating in a data-driven sales or retention-focused environment.
- Demonstrated success in building strong client relationships and delivering meaningful customer experiences.
- Strong problem-solving, analytical, and negotiation skills.
- Ability to communicate clearly, professionally, and effectively with senior executives, stakeholders, and internal team members.
Nice To Haves
- Highly organized, detail-oriented, and a strong communicator
- Collaborate with colleagues from all levels and departments
- Agile and open to changing directions, adopting new practices, or learning something new
- Curious, a self-starter with the ability to work independently
- A strong multitasker with the ability to navigate competing deadlines
- A creative problem solver
Responsibilities
- Manage a portfolio of current members with a strong focus on service excellence, retention, and growth.
- Achieve monthly, quarterly, and annual sales targets and key performance indicators for existing members.
- Collaborate across internal teams to maintain strong product, program, and policy knowledge, enhance the overall member experience, and ensure a seamless transition from onboarding to ongoing engagement.
- Expand the member experience by working closely with members to understand their business goals and aligning those objectives with appropriate Board assets and opportunities.
- Understand and respond to members’ unique business objectives, including region-building policy engagement, business development, executive education, professional development, or profile-building, and develop tailored solutions and engagement strategies.
- Provide ongoing member solutions by leveraging the Board’s full suite of offerings, including events, programs, business services, amenities, and products.
- Confidently navigate and engage in environments with senior executives, government officials, and other key stakeholders.
- Attend Board-hosted events, external trade shows, and industry events to support strong member relationships, network with prospects, and build awareness of the Board across the Greater Toronto Area.
- Manage a high volume of activities and competing priorities while maintaining attention to detail and sensitivity to member needs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
