NationSwell

Manager, Member Success

NationSwell

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $80,000 - $85,000 per year

Job Level

Mid-LevelSenior

About the role

  • Deliver a high-quality Institutional Member experience across a portfolio of accounts, in close partnership with Executive Sponsors.
  • Support renewal and expansion efforts by tracking and executing on engagement and value-driven activities, identifying opportunities, and helping execute renewal and upsell strategies to meet or exceed unit and revenue retention goals.
  • Develop a strong understanding of each member’s priorities and impact goals, and help translate those needs into concrete engagement across NationSwell’s programming, insights, and experiences.
  • Draft polished member communications, including emails, decks, and follow-up materials.
  • Maintain accurate, up-to-date CRM records for contacts, engagement activity, and opportunities.
  • Proactively manage scheduling and coordination across accounts.
  • Identify opportunities to deepen engagement or expand impact within member accounts, and support the preparation of MOUs, proposals, renewals, and project documentation.
  • Stay informed on key trends in social impact, philanthropy, and CSR.

Requirements

  • 4+ years of experience in account management, relationship management, customer success, or membership-based roles, with exposure to and/or ownership of renewals and retention metrics.
  • Strong servicing instincts, with pride in quality, follow-through, and relationship stewardship.
  • Comfort managing multiple accounts, projects, and priorities simultaneously.
  • Tech-savvy and eager to learn, with experience using tools such as Google Workspace, Slack, Excel, Salesforce, Airtable, or similar systems.
  • Solid project management skills, with the ability to keep workstreams moving and details organized.
  • Strong judgment and professionalism when handling sensitive relationships and executive interactions.
  • Proactive problem-solver who can anticipate needs, flag risks, and communicate clearly.
  • Excellent written and verbal communication skills.
Benefits
  • Health and Wellness: Health, dental, and vision insurance, HSA, FSA, and free memberships to OneMedical, Peloton App One, and Talkspace
  • Work-Life Balance: Flexible paid time off and adaptable schedules to encourage your work-life balance
  • Giving Back: Paid time off for employees to volunteer for causes that matter to them and internal moments to celebrate it
  • Support for Caregivers: Dependent Care FSAs and 16 weeks paid parental leave to support caregivers in the workplace
  • Your Savings: Employees are offered a 401k account, and we match a portion of each contribution

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
account managementrelationship managementcustomer successrenewalsretention metricsproject management
Soft skills
servicing instinctsquality follow-throughrelationship stewardshipproactive problem-solvingjudgmentprofessionalismcommunication skills