What will you do?
About the RoleWe are looking for a Senior Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 37 members toward its next inflection point.
This is a high-touch role serving a small number of high-net-worth investors. Member trust, communication discipline, and operational reliability matter more than volume. The CSM will work directly with the Director of Community and Director of Investments.
Key ResponsibilitiesOnboarding- Own the full onboarding process end-to-end for every new member closed by Sales
- Execute welcome communications, account setup, platform access, and first-touch orientation
- Ensure every new member understands the club's structure, deal mechanics, SPV participation process, membership tier benefits, and Roundtable cadence before the relationship transitions into ongoing member success
- Set the tone for the white-glove experience from day one - the onboarding experience is the member's first impression of the club post-sale
- Personally guide each new member through their first Roundtable - hands-on, high-touch, and available at every step until they understand how the club is run
- Build and maintain a repeatable onboarding playbook that can scale as membership grows
- Define and track time-to-first-deal as the primary onboarding success metric - from closed-won to first SPV participation
Member Support- Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot
- Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling
- Maintain a clear, professional, trustworthy voice consistent with the club's positioning - these are accredited, sophisticated investors
- Drive renewals and tier upgrades (Council Member 12 Principal 12 Chairman) through proactive relationship management
Member Engagement- Proactively engage members across the lifecycle - post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recap
- Drive Roundtable attendance and participation (12 calls/year is the official member-call cadence)
- Host and lead The Roundtable calls - run the room with presence and polish, drive discussion among high-net-worth members, and keep sophisticated investors engaged on live calls
- Test and refine engagement playbooks; work with the team to systematize what works
- Define and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signal
- Spot at-risk members early - flag stalled engagement, missed Roundtables, unanswered deal materials - and re-engage before renewal risk crystallizes
- Move members up the engagement ladder and tier ladder over time
Analytics and Reporting- Become the operator-level expert on the club's HubSpot instance
- Maintain the member access-fee ledger and any successor systems for revenue tracking
- Define and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-deal
- Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline
Cross-functional Support- Collaborate with the team on tooling, process, and member-facing initiatives
- Help build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member base
- Take on adjacent admin and ops work as needed - this is a small team, hands-on role
RequirementsWhat You Bring- 3-5 years in Customer Success, account management, or client relations serving high-net-worth, enterprise, or high-ticket clients
- Proven track record retaining, growing, and handholding a book of sophisticated, demanding clients
- Confident, articulate live presenter with executive presence - comfortable hosting and leading calls with senior or high-net-worth audiences and commanding a room
- Willing and able to work core US Eastern Time (EST) hours
- Comfortable being the face of the company to accredited investors and C-suite-level individuals
BenefitsWhat We Offer- Competitive salary + performance-based incentives tied to retention
- Direct exposure to founders
- Ability to shape the entire customer success function
- Remote work
- High ownership, high-impact role
- Growth into Head of Lifecycle / CS Operations / Revenue Ops
