Member Success Coordinator

Role Overview

We're seeking a highly organized, service-oriented Member Success Coordinator to help guide members through onboarding, launch, and ongoing engagement with the Sundae platform.

As one of the first points of contact following a member's decision to join Sundae, you'll play a critical role in shaping the member experience from onboarding through renewal. You'll coordinate launch activities, manage communications, maintain accountability across stakeholders, and ensure members receive a professional, thoughtful, and highly organized experience at every stage of their journey.

Success in this role requires a unique combination of project management discipline and relationship-building skills. You'll be responsible for keeping dozens of moving pieces on track while serving as a trusted resource and advocate for members as they grow their businesses with Sundae.

This is an ideal opportunity for someone who enjoys helping people succeed, thrives in fast-paced environments, and takes pride in ensuring that no detail falls through the cracks.

If you're passionate about helping people succeed, building meaningful relationships, and bringing order to complexity, we'd love to hear from you.

Key Responsibilities

Member Onboarding & Launch Coordination

• Coordinate member onboarding from signed agreement through launch readiness.
• Manage onboarding timelines, milestone completion, launch checklists, and key dependencies.
• Ensure members complete required training, technology setup, documentation, and operational readiness activities.
• Coordinate across Marketing, Revenue Operations, Finance, and other internal teams to support successful launches.
• Monitor onboarding progress and proactively identify risks that could delay launch or impact member experience.
• Coordinate onboarding communications, welcome materials, and launch activities that contribute to a professional and engaging member experience.

Member Operations & Account Coordination

• Coordinate onboarding documentation, agreements, account setup requirements, and other operational activities.
• Partner with Finance and Revenue Operations to monitor onboarding-related payments, documentation, and launch requirements.
• Proactively follow up with members regarding outstanding action items, required submissions, and onboarding dependencies.
• Help ensure members complete all requirements necessary to successfully launch and begin receiving opportunities.
• Support membership renewal processes, including member outreach, coordination, documentation, and internal follow-up.

Member Experience & Feedback

• Serve as a primary point of contact for members throughout onboarding and ongoing engagement with Sundae.
• Conduct periodic member check-ins to gather feedback, strengthen relationships, and better understand member needs.
• Identify, document, and escalate member concerns before they become larger issues.
• Help monitor member satisfaction and surface opportunities to improve the overall member experience.
• Coordinate member communications, milestone recognition, engagement activities, and other initiatives that strengthen member relationships.
• Partner with leadership to ensure member feedback is incorporated into ongoing business and operational improvements.

Resources, Communication & Process Improvement

• Maintain onboarding documentation, training materials, member resources, and internal process documentation.
• Identify opportunities to improve onboarding workflows, communication processes, and operational efficiency.
• Help document and standardize repeatable processes as the membership platform continues to scale.
• Leverage technology, automation, and AI tools to improve member support, communication, and operational effectiveness.
• Contribute to the ongoing development of systems and processes that support a best-in-class member experience.

Who You Are

You combine exceptional organizational skills with a genuine passion for helping people succeed. You're equally comfortable managing timelines, coordinating projects, following up on action items, and building trusted relationships.

• 2-5 years of experience in customer success, account management, project coordination, client services, operations, implementation, or a related field.
• Exceptional organizational skills with the ability to manage multiple projects, priorities, and stakeholders simultaneously.
• Strong project coordination skills with a proven ability to keep timelines, deliverables, and commitments on track.
• Excellent written and verbal communication skills.
• Comfortable following up consistently and professionally to ensure commitments, deadlines, and onboarding requirements are completed on time.
• Highly detail-oriented with the ability to manage complex processes without losing sight of the bigger picture.
• Service-oriented with a genuine desire to help people succeed.
• Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
• Comfortable learning new systems, tools, and technologies.
• Able to work independently while collaborating effectively across teams.
• Experience working with project management and collaboration platforms such as ClickUp, Asana, Monday.com, Trello, or similar tools.
• Experience with Salesforce, Google Workspace, and other business productivity tools is a plus.

What Success Looks Like

Within your first 12 months, you will:

• Deliver a smooth, professional onboarding experience that helps members launch successfully and on time.
• Build trusted relationships with members and serve as a reliable point of contact throughout the member journey.
• Proactively identify and address member concerns before they become larger issues.
• Improve onboarding, communication, and renewal processes as the membership platform scales.
• Create greater visibility, accountability, and consistency across the member onboarding and engagement experience.
• Help foster a member experience that drives engagement, satisfaction, retention, and long-term success.

Why Sundae

• Be part of a mission-driven company helping homeowners achieve the best possible outcome when selling a home that needs repairs or updates.
• Play a critical role in shaping and improving the member experience across a growing national membership platform.
• Work directly with company leadership and have a measurable impact on member satisfaction, retention, and long-term success.
• Collaborate with talented teammates across marketing, sales, operations, technology, finance, and revenue operations.
• Competitive compensation, equity opportunity, comprehensive benefits, and generous PTO.
• Remote work environment with a preference for candidates located in the San Diego area.

Compensation

The expected base salary range for this role is $80,000-$95,000, plus participation in Sundae's performance-based bonus program.