Member Retention Lead (FULLY REMOTE NOT-FOR- PROFIT ASSOCIATION)

American Montessori Society•Washington, DC

8d•$60,000 - $65,000•Remote

About The Position

The Membership Retention Lead plays a key role in supporting member retention, engagement, and overall member experience across the organization. This position combines relationship-building, operational coordination, and data-informed outreach to support renewal efforts for school and individual members. Working closely with teams across the organization, the Membership Retention Lead helps ensure members receive timely support, remain connected to AMS resources and programs, and experience consistent, responsive service throughout the membership lifecycle. In this role, you will play a vital role in: Strengthening member retention through proactive outreach, relationship management, and renewal engagement Supporting a high-quality member experience across membership services, communications, and engagement touchpoints Managing membership operations related to renewals, invoicing, event registration support, and member records

Requirements

Experience in membership services, customer success, account management, client services, nonprofit engagement, admissions/enrollment, hospitality, or another relationship-focused role
Demonstrated ability to build positive relationships, support retention efforts, and provide high-quality service in a fast-paced environment
Strong written, verbal, and interpersonal communication skills
Ability to manage multiple priorities simultaneously while maintaining strong attention to detail, accuracy, and follow-through
Strong organizational and problem-solving skills with the ability to work independently, take initiative, and identify opportunities for improvement
Experience working with databases, CRM platforms, association management systems, or similar technology tools to maintain records, track activity, and support reporting
Proficiency in Microsoft Office Suite and comfort learning and navigating new technology platforms and systems
Ability to analyze information, identify trends or gaps in member engagement, and recommend solutions that improve member experience and retention
Demonstrated ability to communicate effectively with constituents, including a pleasant, friendly, and courteous telephone manner; strong customer service skills; demonstrated ability to maintain records and information in an organized manner
Must be eligible to work in the United States.

Nice To Haves

Experience supporting invoicing, payment follow-up, collections, or account reconciliation preferred

Responsibilities

Partner with the Senior Director to execute and continuously refine renewal outreach strategies for school and individual members, including targeted engagement plans for at-risk members
Lead proactive outreach to members including onboarding check-ins, mid-year touchpoints, and pre-renewal engagement to strengthen member satisfaction, connection, and long-term retention
Monitor renewal activity and member engagement trends, identify retention risks and opportunities, and share insights and recommendations to support retention planning and decision-making
Collaborate with the Senior Director and Marketing team on the development, implementation, and assessment of retention campaigns and member communication strategies
Maintain accurate renewal records, oversee timely processing of renewals, and help identify opportunities to improve renewal processes, workflows, and member experience operations
Serve as a primary point of contact for member questions, concerns, and support needs
Monitor shared inboxes and ensure timely, clear, and helpful responses
Identify gaps in member understanding or engagement and recommend improvements
Support engagement initiatives including AMS Connect, Resource Library, and other member benefits
Monitor member interactions and conversations to surface trends, needs, and opportunities for outreach
Process membership applications, renewals, and account updates with accuracy and timeliness
Manage invoicing, payments, and follow-up on outstanding balances
Maintain accurate member records and documentation within the database
Assist with data tracking and reporting related to retention and engagement
Support continuous improvement of workflows by identifying inefficiencies
Support membership-related aspects of event registration, including member inquiries, registration support, and reporting
Collaborate with Events and Marketing teams to ensure alignment in member communications and experience
Participate in the execution of the Annual Conference and other events with a focus on member experience
Support special projects as assigned
Contribute to a collaborative, responsive, and member-focused team environment