Director of Member Success - New York3i is seeking a Director of Member Success to lead the full post-sale member lifecycle - from onboarding and activation through engagement, retention, and renewal. This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function.
You will lead the Executive Director (ED) organization and partner closely with Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalized but scalable member experience. Success in this role is defined by member retention, engagement, activation, and overall member satisfaction and quality.
Responsibilities- The full post-sale member journey across onboarding, activation, engagement, and renewal
- Leadership of the Executive Director organization - hiring, coaching, and performance
- The "100-Day Path to Renewal": the touchpoints, interventions, and escalations that secure long-term loyalty
- Retention forecasting and the save desk: terms, escalation paths, and intervention playbooks for at-risk renewals
- Member Health Score operationalization, in partnership with Revenue Operations
- High-stakes member situations - Code of Conduct, pricing disputes, sensitive cases requiring senior judgment
- Referral generation: turning the most engaged members into structured advocates
Success- ICP renewal rate with cohort-level predictability
- Time-to-first-value for all new members
- Renewals confidently called green or red 90 days out
- Measurable lift in referral generation from existing members
About You- 6-9+ years in customer success, membership, client services, or relationship management leadership
- Experience in high-touch environments: private client services, investor networks, advisory businesses, or premium membership organizations
- Strong operator: data-informed approach to member health, retention, and forecasting
- Strong coach who raises the floor of the team and develops ED-level talent
- High agency: willing to write the playbooks, handle executive escalations, and personally save key renewals to build the system
- Member-centric mindset with close attention to detail and experience quality
