Member Success Manager

National Safety Council•Itasca, IL

23h•$80,000 - $85,000•Remote

About The Position

The National Safety Council (NSC) is seeking a Member Success Manager to join their mission of saving lives and preventing injuries. This role is responsible for cultivating strong, ongoing relationships with existing Networks and Campbell Institute members to enhance engagement, satisfaction, and long-term retention. As the primary point of contact for members, the Member Success Manager ensures they continuously benefit from their involvement while strengthening their connection to NSC programs, resources, and community. The position emphasizes proactive relationship management, focusing on understanding member needs, anticipating challenges, and implementing customized engagement strategies to improve the overall member experience. The Member Success Manager collaborates with the Networks team to align programming, communications, and services with member expectations and priorities. Key duties include tracking member engagement, facilitating meaningful interactions, collecting feedback, and identifying opportunities to boost satisfaction and retention. The role also supports onboarding, renewal processes, and issue resolution to ensure a smooth and positive member journey. By leveraging relationship-building, communication, and data-driven insights, this role is crucial for maintaining member loyalty and supporting the health of the Networks and Campbell Institute. The focus is on member engagement and retention, with no sales, revenue generation, or new business development responsibilities. The role may also contribute to broader program activities, strategic initiatives, and special projects.

Requirements

Bachelor's degree in business management, project management, or similar and at least 4 years of relevant experience in program/project management with responsibilities spanning multiple projects simultaneously. In lieu of education, at least 6 years of relevant experience.
Strong relationship-building and interpersonal skills
Excellent communication and listening abilities
Ability to analyze engagement data and translate insights into action
Highly organized, proactive, and member-focused
Experience in member services, account management, or community engagement (non-sales focused)
Works independently with moderate-to-minimal guidance.

Nice To Haves

Experience working with the executive-level contacts is strongly preferred
Experience or exposure to occupational safety and health roles is strongly preferred

Responsibilities

Serve as the primary point of contact for assigned members, building trusted, long-term relationships
Maintain regular, proactive outreach to understand member goals, needs, and challenges
Act as a member advocate internally, ensuring feedback and insights are shared and addressed.
Develop and execute tailored engagement plans to increase member participation and satisfaction
Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events
Identify opportunities to strengthen member connection and maximize value
Support onboarding processes to ensure new members successfully integrate and engage
Monitor member engagement levels, identifying risks and addressing concerns early
Support renewal readiness by reinforcing value and addressing barriers to continued participation
Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services
Collaborate with internal stakeholders to coordinate resources and deliver a cohesive member experience
Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas
Provide insights to inform program development, communications, and engagement strategies
Address member questions and concerns in a timely, solutions-oriented manner
Coordinate with internal teams to resolve issues and ensure a positive member experience
Contribute to broader program activities, strategic initiatives, and special projects as assigned