Disruptive
Care
Consumer
Connection &Member Success Manager
Chief
About us:
Chief is the private network executive women rely on to maximize their impact. Founded in 2019, Chief helps members raise their leadership game through access to a vetted executive community and valuable insights. Today, Chief’s network represents more than 10,000 companies. Seventy-seven percent of Fortune 100 companies have an executive in Chief, and nearly 40% of Chief Members are in their company’s C-Suite. Chief has been recognized as one of TIME’s 100 Most Influential Companies and one of Fast Company’s Most Innovative Companies.
Chief is a mission-driven, Series B stage start-up backed by CapitalG, General Catalyst, Inspired Capital, Primary Ventures and other top-tier investors who believe in our commitment to maximizing the impact of today’s women executives. . We have members across the United States, with clubhouse locations in NYC, LA, Chicago, San Francisco, and Washington, DC.
We believe the diversity of our team and community makes us exponentially more impactful.
Knowing that our people are the most important driver of our success, we focus on building teams where diverse voices, identities, perspectives, and experiences are represented and celebrated. Read more about our commitment to diversity, equity, and inclusion here: https://chief.com/commitment-to-dei
The Chief member experience spans digital and in-person connection. Our members build meaningful connections, engage in compelling discussions, and view our unique content through our digital platform.
About the Role:
Member retention is integral to supporting Chief’s mission and is a top goal for our organization. The Member Success Manager (MSM) is a key individual contributor, responsible for guiding our members at pivotal points in their journey to achieve monthly member engagement and retention goals and contributing strategic improvements to our membership renewal strategy/operations. MSMs maintain deep knowledge of Chief’s products and services to offer support and guidance throughout all stages of membership, including renewal. When the business requires, this role may flex to include Onboarding Manager (OM) responsibilities. OMs guide our members when they begin their membership.
The ideal candidate possesses proven sales acumen, customer success operational skills, and exceptional written and verbal communication skills. We are looking for someone with experience owning renewals and/or onboarding, establishing and maintaining strong relationships, strategic communications, and leveraging data to drive decisions.
What You’ll Do:
Achieve both individual and team retention or onboarding goals on a monthly and quarterly basis
Execute on monthly renewals process across all markets - ensuring that each member who reaches out for support has an impactful touchpoint that drives their retention
Manage a high volume of calls, emails, and virtual meetings for a large, rolling pipeline
Maintain comprehensive knowledge of Chief’s services, products, and network
Serve as the voice of members to help the broader Chief team continue to iterate on services
Worke cross-functionally with other teams and stakeholders on projects and strategy development designed to improve member retention and onboarding
Drive member engagement and time-to-value in the early days of membership as well as upon membership renewal through effective and thorough onboarding
Host a high volume of tailored 1:1 onboarding sessions and training to help members achieve their goals with our web, mobile, and IRL products, guiding them through best practices to ensure their long-term success with the membership
Leverage data, member feedback, and past experiences to help identify areas of opportunity across Chief services, onboarding processes, and educational resources needed to better engage and enable our customers
Test, collect feedback on, and iterate on onboarding playbooks and continuously look for ways to improve the efficiency and effectiveness of our team’s processes
What You’ve Done and Enjoy Doing:
Self-starter with experience working in a Customer Success, Account Management, or similar customer-focused role, and a proven track record of meeting or exceeding renewal goals
Strategic thinker who can effectively balance representing/advocating for both Chief and the member
Comfortable owning KPIs (Key Performance Indicators) and adhering to detailed operating procedures
Possess excellent written and verbal communication skills
Thrive in fast-paced, ever-evolving work environments
Able to present to and influence at all levels, including executive and C-level
Creative problem solver who is confident leading complex conversations
Passion for the Company’s mission — to change the face of leadership
Why You'll Want to Work Here:
Competitive salary and equity
Flexible vacation policy and 4.5 day work weeks (half-day Friday’s)
20 weeks of paid gender neutral parental leave
Full medical, dental, and vision packages, 401(k)
Learning Stipend and wellness membership available
Opportunity to work for a startup focused on driving real change for women in business
Opportunity to create and attend inspiring experiences and events with leaders of the industry
Access to our ongoing virtual Chief member exclusive content, including workshops, thought leadership, and iconic speakers
While we’re committed to remaining compliant and adhering to mandates, for us, pay transparency is more than a consideration of what’s lawful and unlawful but rather, an opportunity to disclose what’s required, and what we think is a fair and equitable compensation framework.
At Chief, we want to hire, develop, and retain the best talent, making Chief a top destination to accelerate your career. Our compensation framework is a key part of our vision, and we continually revisit and invest in our philosophy and framework to ensure we remain competitive and relevant, on a quest to achieve our vision.
The pay transparency mandates, as well as our own policies and practices, are a means of narrowing the gender pay gap and fostering an engaged and positive working environment that builds trust, on our mission to change the face of leadership.
The base salary for this role is: $110,000 + Commission
Chief participates in the E-Verify Program in certain locations, as required by law.