Member Experience Specialist

NSTXL (National Security Technology Accelerator)

3d•Remote

About The Position

The Specialist, Member Experience is responsible for the strategy, execution, and continuous improvement of the NSTXL membership experience. This role develops and executes all member-related campaigns, including new member outreach, onboarding, engagement, events, and retention initiatives. This individual ensures the membership experience is structured and aligned with NSTXL’s mission, while identifying opportunities to strengthen engagement, expand the membership network, and increase overall member value. If you have experience in member engagement, customer success, or growth initiatives, we would be excited to review your resume. We are seeking someone who is both data-driven and creatively minded, with the ability to build a member journey from the ground up. This role requires a positive, member-facing presence that consistently delivers a white-glove experience.

Requirements

Bachelor’s degree in Marketing, Business, or a related field.
Minimum four (4) years of marketing or related experience.
Minimum two (2) years experience owning or supporting a customer, growth, or membership lifecycle.
Demonstrated experience working with marketing automation, CRM, and CMS platforms such as HubSpot, Salesforce or WordPress.

Nice To Haves

Experience with Canva or similar design tools.
Creativity and a passion to grow and nurture a membership community.
Ability to build and implement a comprehensive membership strategy and member success roadmap.
Comfortable speaking publicly, traveling, and attending events, and networking with industry and government representatives.
Deep understanding of customer journeys and lifecycles with experience creating acquisition, retention, and engagement strategies.
Strong planning, organizational, and problem-solving skills.
Team-oriented with a focus on creating exceptional experiences.

Responsibilities

Build and maintain an engaging, thoughtful membership experience from application to renewal that supports a mission-ready membership base.
Establish a structured, repeatable member journey with defined touchpoints and expectations.
Identify and address gaps in the member experience to improve engagement and retention.
Develop and implement membership-related campaigns for the full year, supporting our customer Statement of Works (SOWs) and expressed member needs.
Work with the Creative team to develop engaging content and nurture campaigns to encourage new member registration.
Define target segments and outreach strategies to drive intentional membership growth.
Plan and deliver member-centric virtual and in-person events from concept through execution.
Manage and optimize the membership portal, website, and networking platforms to increase engagement and improve the user experience.
Collaborate with the Member Admin to map, clean up, and manage workflows and data integrations across the portal and CRM systems.
Ensure data accuracy and integrity to support reporting, communication, and decision-making.
Drive process improvements across systems and workflows to improve efficiency and usability.
Report on member success initiatives and improvement plans/roadmaps.
Continuously collect member feedback via surveys and other interactions.
Disseminate feedback across the organization and create plans to address recommendations and improve member experience and education.
Translate data and feedback into actionable insights and measurable improvements.
Act as a front-facing NSTXL representative at tradeshows, member meetings, and industry events.
Collaborate with all marketing teams to host quarterly in-person member engagement and networking events.
Ensure events align with the overall membership strategy and deliver measurable value to members.
Work closely with cross-functional teams, including program marketing, growth, events, and creative, to ensure all membership requirements are met.
Drive accountability and alignment across teams supporting the membership experience.
Manage membership projects and deadlines using tools such as Monday.com, Outlook, content calendars, and other project management software.
Serve as a primary point of contact and a face of NSTXL to members, delivering white-glove service and ensuring a high-quality member experience
Support member onboarding and activation, ensuring new members understand benefits, tools, and engagement opportunities
Proactively engage members to understand needs, identify challenges, and connect them with relevant NSTXL resources and opportunities

Benefits

Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage
Vision Insurance: Fully covered
Retirement Plans: 401(k) with employer match up to 4%
Paid Time Off: Paid sick and safe leave, paid floating holidays, and generous vacation
Basic Life & AD&D policy company paid
Voluntary Life
Flexible & remote work structure
Wellness reimbursement plan & mental health support
Community sponsorships
Donation matching
Professional development allowance