5+ years of experience in customer experience, customer success, or member engagement ideally in fintech or SaaS
Bachelor's degree from a reputable university
Strong communication skills to empathize and engage members effectively
Analytical skills to work with qualitative and quantitative data
Ability to collaborate with cross-functional teams like Product, Engineering, and Support
Experience in feedback collection and member journey mapping
Member-centric mindset focused on understanding and advocating for member needs.
Responsibilities
Conduct proactive outreach to engage members through various communication channels
Collect qualitative and quantitative feedback on product and member experience
Analyze engagement data to identify trends and opportunities for improvement
Collaborate with Product, Engineering, and Support teams to implement member feedback
Develop and implement engagement and retention campaigns
Track key member-experience metrics and report on them to leadership
Advocate for members' needs in product discussions and roadmap planning
Design and maintain feedback loops to continuously gauge member sentiment.
Benefits
100% employer-covered medical insurance for employees (75% for dependents), dental and vision included
Retirement savings program through a 401(k) plan
Paid time off, including dedicated personal time and federal holidays
Comprehensive parental leave policy
Select meals provided throughout the week
Monthly movement stipend for fitness activities
Equity offerings with a focus on career growth and professional development
Annual salary and equity reviews based on performance
Boomerang Program allowing time off after two years to start a company with position held for return.
Full Job Description
About the role
We are looking for a Member Success Manager to join Range, who will lead outreach and engagement efforts with our members. Key aspects of the role include building relationships, gathering feedback on product usage, and driving initiatives to increase retention and long-term engagement. You will be the voice of our members internally, helping translate their needs, pain points, and feedback into actionable insights for product, operations, and customer-facing teams. This is a hands-on, high-impact position at the intersection of member engagement, feedback collection, and retention strategy.
We're excited to hire this role at Range's Headquarters in McLean, VA. All of our positions follow an in-office schedule Monday through Friday, allowing you to collaborate directly with your team. If you're not currently based in the area, but love what you see, let's discuss relocation as part of your journey to joining us.
What you'll do with us
Conduct proactive outreach to members (via email, phone calls, in-app messages, or other communication channels) to engage them, understand how they're using Range, and encourage deeper engagement.
Collect qualitative and quantitative feedback on product functionality, usability, and overall member experience - for example, via surveys, interviews, or feedback sessions.
Analyze feedback and engagement data to identify patterns, pain points, and opportunities for improving the product and member journey.
Collaborate cross-functionally with Product, Engineering, and Support teams to ensure feedback leads to actionable improvements.
Develop and implement member engagement and retention campaigns (onboarding follow-ups, check-ins, re-engagement campaigns, loyalty/advocacy programs, etc.).
Define and track key member-experience metrics (e.g., retention rate, engagement frequency, satisfaction scores) and report on those to leadership.
Serve as an internal advocate for members - representing the "voice of the member" in product discussions, roadmap planning, and feature prioritization.
Help design and maintain feedback loops: regular member check-ins, surveys, focus groups, or other mechanisms to surface member sentiment over time.
What will set you apart
5+ years of experience in customer experience, customer success, member engagement, or a similar role (ideally in a fintech, SaaS, or membership-based business).
BS or BA from a leading university
Strong communication skills - able to engage members with empathy, build rapport, and elicit honest feedback.
Analytical mindset: comfortable working with both qualitative and quantitative data to detect trends, draw insights, and make recommendations.
Cross-functional collaboration skills: able to work across Product, Engineering, and Support to translate insights into action.
Experience with feedback collection and member journey mapping (surveys, interviews, feedback mechanisms, journey maps, retention initiatives).
A member-centric mindset: you care deeply about understanding members' needs, and you believe in shaping the product and experience around them.
Benefits
Health & Wellness: 100% employer-covered medical insurance for employees (75% for dependents), plus dental and vision coverage
401(k): Retirement savings program to support your future
Paid Time Off: Dedicated time to reset and recharge plus most federal holidays
Parental Leave: Comprehensive leave policy for growing families
Meals: Select meals covered throughout the week
Fitness: Monthly movement stipend
Equity & Career Growth: Early exercise eligibility and a strong focus on professional development
Annual Compensation Reviews: Salary and equity refreshes based on performance
Boomerang Program: After two years at Range, you can take time away to start your own company. We'll hold your spot for 6 months - and pause your equity vesting, which resumes if you return
About Deluxe Corporation
Deluxe Corporation is a provider of business products and services. The company was founded in 1915 and is headquartered in Shoreview, Minnesota. Deluxe offers a variety of products and services, including checks, forms, marketing materials, and website development. The company serves a wide range of customers, including small businesses, financial institutions, and non-profits. Deluxe has been recognized for its corporate social responsibility efforts, including its commitment to sustainability and diversity and inclusion. The company has also been recognized for its financial performance, including its revenue growth and profitability.
