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About the Role
As a Member Success Manager at Collective, you will be the business owner of your book, serving as a trusted advisor and main point of contact for approximately 800 solo entrepreneurs. This proactive role involves managing a portfolio, identifying risks and opportunities, and providing year-round support and guidance tailored to each member’s financial and business needs. You are expected to be online and available for members between 9am-5pm Pacific Time hours.
Responsibilities
- Manage a portfolio of approximately 800 members as their dedicated success manager.
- Build strong relationships and proactively engage members based on their goals, risks, and opportunities.
- Provide year-round support and guidance tailored to each member’s financial and business needs.
- Identify at-risk members and expansion opportunities, driving retention and growth within your book.
- Educate members on S Corporations, tax strategy, reasonable salary decisions, and how Collective works end-to-end.
- Guide members through quarterly check-ins, estimated taxes, and ongoing business operations.
- Support members with questions related to tax, accounting, payroll, and business management.
- Respond to member inquiries within established service-level expectations.
- Actively manage and resolve member requests, escalating when appropriate.
- Conduct proactive member calls and check-ins to provide strategic guidance and support.
- Follow up on member feedback and surface actionable insights to internal teams.
- Maintain accurate documentation across Salesforce and internal systems.
- Complete assigned tasks and workflows in a timely manner.
- Partner cross-functionally to advocate for members and improve the overall experience.
- Build trust through clear, professional communication across email, phone, and video.
Requirements
- 2+ years of tax, accounting, or related client-facing experience.
- Strong understanding of S Corporations, small business tax strategy, and ongoing client relationship management.
- Familiarity with bookkeeping, payroll, CRM, and workflow tools such as Xero, QBO, Gusto, Salesforce, Slack, and Google Workspace.
- Highly organized, proactive, and comfortable managing a large book of business in a fast-paced environment.
- Strong written and verbal communication skills with the ability to explain complex topics clearly.
- Resourceful, adaptable, collaborative, and detail-oriented, with a passion for helping entrepreneurs succeed.
Skills
- Tax strategy
- Client relationship management
- Bookkeeping
- Payroll
- CRM
- Workflow tools
- Salesforce
- Slack
- Google Workspace
- Written communication
- Verbal communication
Location
- Remote (U.S.)
- Hybrid (Bay Area)
Work Type
- Remote
- Hybrid
Experience Level
- 2+ years
Benefits
- Remote-Friendly Environment
- $200 quarterly reimbursement for well-being
- Fresh Lunch on in-office days
- $150 monthly reimbursement for transit expenses
- 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
About the Company
- Collective is redefining the way businesses-of-one work by providing an integrated platform for business incorporation, accounting, bookkeeping, tax services, and community access.
- Our mission is to empower self-employed individuals to achieve financial independence and enjoy tax savings comparable to large corporations.
- Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more.
- Backed by investors including General Catalyst, Sound Ventures, QED Investors, and Google’s Gradient Ventures.