Senior Member Care Specialist

New Law Business Model (NLBM)

Senior Member Care Specialist supporting estate-planning law firms using NLBM’s membership, CRM, and implementation systems. Managing escalations, technical onboarding, retention, and empathetic accounts-receivable recovery.

Posted 8/21/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $29 - $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in high-touch account management and member success within a SaaS environment, with strong financial literacy and technical fluency in HubSpot CRM and Asana. Proficient in proactive problem-solving, cross-functional collaboration, and maintaining meticulous attention to detail.

Highest-signal resume keywords

High-Touch Account ManagementMember SuccessFinancial LiteracyHubSpot CRMProactive Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementBilling NavigationRevenue RecoveryProcess DisciplineTechnical Fluency

Soft Skills

Exceptional CommunicationProfessionalismAttention to Detail

Tools & Technologies

HubSpot CRMAsanaDigital Product Ecosystems

Industry Keywords

SaaSMember SuccessCoachingAccounts Receivable

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Own the full lifecycle of assigned member accounts from onboarding through retention
Serve as first point of contact for day-to-day support requests and resolve inquiries within SLA targets
Escalate specialized issues to Coaching, Solutions Engineers, Product, or Web Developers
Monitor engagement, check-ins, and survey signals to identify at-risk members
Execute retention interventions and coordinate tier upgrades, downgrades, cancellations, and reactivations
Troubleshoot access, setup, and implementation issues
Facilitate Group Coaching call support and surface member trends
Lead Accelerator onboarding, including kickoff calls, resource orientation, and success planning
Monitor Accelerator cohort health and escalate disengagement or underperformance
Liaise on website and CRM technical requests, including customizations and DNS connection calls
Monitor failed or overdue payments and initiate supportive outreach under A/R procedures
Document billing communications in HubSpot
Collaborate with the A/R Manager to resolve overdue accounts within SLAs
Contribute to improvements in the A/R pipeline and recovery process
Collaborate with the Member Care Manager and cross-functional teams to improve systems and member experience

Requirements

What you’ll need

Proven track record in high-touch account management, member success, or client support
Experience ideally within a membership, coaching, or SaaS environment
Experience navigating complex, emotionally charged member situations with professionalism and care
Strong financial literacy
Comfort navigating billing, revenue recovery, and accounts receivable conversations
Technical fluency with HubSpot CRM, Asana, and digital product ecosystems
Ability to quickly learn new tools and platform updates
Proactive problem-solving and cross-functional coordination
Meticulous attention to detail and process discipline
Exceptional written and verbal communication skills
Ability to work dedicated 8-hour daily shifts during business hours
Must be legally authorized to work in the U.S. without requiring current or future sponsorship
Must physically reside in the United States
Ability to provide own computer and internet connection meeting minimum requirements, including at least 16GB RAM

Benefits

Comp & perks

100% Remote Work at a Profitable, Growing Company
Comprehensive Benefits Package (Health, Dental, Vision)
401K Retirement Program
Flexible Paid Time Off
Opportunities for Career Growth and Leadership Development
Pre-approved overtime compensated at 1.5x regular pay
Bring Your Own Device (BYOD) model
Reimburses reasonable and necessary business expenses as required by law