Member Experience Lead

Accountabilities: • Lead welcome and onboarding calls for every new member, learning about their business, goals, challenges, and priorities while creating a strong first impression.

• Build thoughtful member-to-member introductions based on genuine needs, interests, and opportunities rather than surface-level similarities.

• Own the forum group matching process, including member intake, preference gathering, bios, written placement recommendations, coordination, and rematches when required.

• Build and maintain the engagement system, including tracking, follow-up sequences, check-in cadences, member history, and next actions.

• Monitor member engagement and identify signs of disengagement or "drift," proactively reaching out before issues become larger concerns.

• Manage recurring member communications, including weekly updates, announcements, community prompts, digests, and member spotlights.

• Promote virtual events and sessions by identifying members who would benefit most, personally inviting them, and following up after events.

• Track and report on member sentiment, engagement patterns, and emerging trends, providing leadership with actionable recommendations.

• Partner closely with facilitation and leadership teams to continuously improve member journeys, community rituals, matching processes, and overall member value.

• Help establish the standards, processes, and systems that will define a scalable and high-quality member experience as the network grows.

Requirements

• Strong experience in customer success, member experience, community management, client services, hospitality, account management, or another high-touch relationship-focused environment.

• Excellent interpersonal skills and a genuine interest in getting to know people, understanding their businesses, and building meaningful professional connections.

• Strong matchmaking instincts, with the ability to quickly understand people and recognize which individuals, groups, or opportunities could create mutual value.

• Strong business acumen and curiosity, with the confidence to engage in substantive conversations with successful founders and senior business leaders.

• Excellent written and verbal communication skills, with the ability to communicate warmly, clearly, and professionally.

• Comfortable hosting virtual meetings and facilitating meaningful conversations with senior-level participants.

• Highly organized and comfortable using spreadsheets, CRMs, community platforms, and tracking systems to manage detailed member information and follow-ups.

• Proactive mindset with strong situational awareness; able to recognize when a member is disengaging and take action without waiting for instructions.

• Strong ownership and autonomy, with the ability to build processes and systems rather than relying on an established playbook.

• Ability to balance relationship-building with operational discipline, using data and structured follow-up to improve the member experience.

• Experience with hospitality, concierge services, peer groups, masterminds, or membership communities is a plus.

• Familiarity with Circle or similar community platforms is advantageous.

• Experience in agencies, digital marketing, media, growth companies, startups, or small teams is a bonus.

Benefits

• Competitive base salary.

• Quarterly performance bonus tied to member engagement, onboarding activation, and meaningful member connections.

• Fully remote work environment.

• Direct exposure to successful agency founders and business leaders.

• Opportunity to build a member experience function and its processes from the ground up.

• High level of ownership and autonomy in an early-stage, growing environment.

• Close collaboration with senior leadership and the facilitation team.

• Opportunity to shape community rituals, matching processes, engagement systems, and member experience standards.

• Meaningful impact on member retention, engagement, and the overall value of the network.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1