Manager, Member Success

Collective • San Francisco, CA

3d • $115,000 - $130,000 • Remote

About The Position

Member Success exists to get members the most value out of their membership through outreach that happens before they ask, not tickets answered after they do, and that only works if the team delivering it is well-coached and protected from overflow. As Manager, Member Success, you own that day-to-day for roughly half the team, about 10–12 MSMs, including the Senior MSMs who already operate as player-coaches. You report to the Sr. Manager, Member Success, who owns the function's overall strategy; you own making the daily work right for your group, without exception. You lead from the front, not the sidelines: you're in the room modeling the standard, not just describing it in a 1:1, and you catch what's slipping before it becomes a pattern instead of a retro topic.
You don't carry a permanent book, but you're never far from one: coverage gaps, escalations, and coaching moments put you in the queue and on the call. Beyond the daily work, you're accountable for how your team spends its time and its money, comfortable pulling your own numbers to know exactly where things stand, and invested in making sure your MSMs get real value out of the AI tools Collective is rolling out.

Requirements

• 5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business.
• 1–2+ years directly managing people who own ongoing relationships, not just transactions.
• Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you’re not the one making it.
• Data-savvy and self-serve. You’re comfortable pulling your own numbers from whatever system you’re given, building a clean view of how your team is performing, and turning it into something you and your Sr. Manager can act on.
• AI-curious and AI-comfortable. You’ve used AI tools to do real work, drafting, summarizing, finding patterns, and you’re genuinely interested in where Collective is taking this, not just tolerating it.
• A real coach who leads by doing, not just observing. You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong.
• Hyper-organized. You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10–12 direct reports without anything falling through the cracks.
• A clear, fast escalator. You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that’s yours and one that belongs to your Sr. Manager.
• Comfortable in our day-to-day stack, AppSheet, Front, Slack, Calendly, and G Suite, and quick to pick up new tools as we add them.

Nice To Haves

• Experience managing player-coaches or senior ICs who mentor others.
• Background in financial services, fintech, or tax and accounting services for small businesses.
• Experience working alongside a dedicated escalations, financial resolution, or credits/refunds program.

Responsibilities

• Run the team’s daily engine. Own the daily and weekly operating rhythm, queue health, call coverage, SOP and metric hygiene, so your team hits the service-level bar (24-hour response, 5-day resolution, 90%+) every week, not just when things are calm.
• Build a deep bench. Coach and QA your MSMs’ calls and written communication daily, develop judgment over just output, and turn your Senior MSMs into real player-coaches, addressing underperformance head-on before it becomes a pattern.
• Keep your team focused on high-value work. Partner closely with Service and Support so handoffs stay clean, surface friction early so it gets fixed at the source, and make the day-to-day coverage and staffing calls yourself.
• Run your team's economics well. Keep your team's capacity fully utilized, and use credits, refunds, and goodwill gestures as a deliberate tool for protecting member satisfaction and reinforcing retention, not a reflex.
• Catch risk before it becomes a story. Escalate member-facing risk and anything compliance-adjacent early, knowing exactly when a case belongs above your desk, run the post-mortem when something misses, and use SLA and time-to-resolution patterns to get ahead of the next one.
• Make the work add up. Translate the Sr. Manager’s priorities into targets your team can act on this week, keep them focused on the highest-leverage work, and turn what you’re seeing into real process fixes.

Benefits

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule.
• $200 quarterly reimbursement to support your well-being.
• Fresh Lunch: Provided on in-office days for those in a hybrid schedule.
• $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
• Flexible PTO plus 14 company holidays.
• 100% medical, dental, and vision for employees; 75% coverage for dependents.
• 16 weeks fully paid parental leave.
• 401k plan plus an equity package.
• Quarterly virtual events and an annual in-person summit.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed