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About the Role

The Manager, Member Success leads a team of 10–12 Member Success Managers, ensuring high-quality service delivery through proactive outreach and effective coaching. This role focuses on operational excellence, team development, and maintaining high service standards in a fast-paced, high-trust environment.

Responsibilities

• Manage the daily and weekly operating rhythm, including queue health, call coverage, and SOP adherence.
• Ensure the team meets service-level targets for response and resolution times.
• Coach and perform daily QA on calls and written communication to develop team judgment.
• Develop Senior MSMs into effective player-coaches and address underperformance proactively.
• Partner with Service and Support teams to ensure clean handoffs and resolve operational friction.
• Manage team capacity and utilize credits, refunds, and goodwill gestures to maintain member satisfaction.
• Identify and escalate member-facing or compliance-related risks.
• Conduct post-mortems on service misses and analyze SLA patterns to prevent future issues.
• Translate organizational priorities into actionable weekly targets for the team.

Requirements

• 5+ years of experience in a client-facing success, support, or account management role within a high-trust, high-value business.
• 1–2+ years of direct people management experience overseeing ongoing client relationships.
• Understanding of financial and tax concepts, including S-Corp structures, reasonable salary, and estimated taxes.
• Data-savvy with the ability to pull metrics and build performance reports independently.
• Experience using AI tools for drafting, summarizing, and pattern recognition.
• Proven ability to coach team members through difficult calls and provide actionable feedback.
• Hyper-organized with the ability to manage a weekly cadence and 1:1s for 10–12 direct reports.
• Strong communication skills with the ability to escalate structural issues effectively.
• Proficiency in AppSheet, Front, Slack, Calendly, and G Suite.

Skills

• People Management
• Operational Leadership
• Performance Coaching
• Data Analysis
• Financial Literacy
• AI Tool Proficiency
• Conflict Resolution
• Project Management

Location

• United States (Remote)
• Bay Area (Hybrid)

Work Type

• Remote
• Hybrid
• Full-time

Experience Level

• 5+ years of professional experience
• 1–2+ years of management experience

Benefits

• $200 quarterly health and wellness reimbursement
• Flexible PTO
• 14 company holidays
• 100% medical, dental, and vision coverage for employees
• 75% coverage for dependents
• 16 weeks fully paid parental leave
• 401k plan
• Equity package
• Quarterly virtual events
• Annual in-person summit
• Fresh lunch on in-office days (hybrid)
• $150 monthly commuter reimbursement (hybrid)

About the Company

• Collective is a platform dedicated to helping businesses-of-one achieve financial independence.
• Services include business incorporation, accounting, bookkeeping, and tax services.
• Backed by investors including General Catalyst, Sound Ventures, QED Investors, and Google’s Gradient Ventures.