Head of Member Success

Job Summary

A company is looking for a Head of Member Success to lead a customer success team focused on enhancing customer experience and retention.

Key Responsibilities

• Oversee operations of a B2C customer success team, focusing on subscription satisfaction and MRR growth
• Design and maintain efficient processes for onboarding and customer journey optimization
• Monitor customer feedback and churn, driving initiatives to improve engagement and retention

Required Qualifications

• 7+ years of experience in customer success or support within a B2C or D2C SaaS model
• 5+ years of management experience leading customer-facing teams
• Strong experience with customer service technologies and data analysis tools
• Proven ability to handle escalated customer issues and collaborate across departments
• Experience in the trading or financial services industry is a plus