Member Success Manager

Job Description

Insight Global is looking for a Membership Manager owns day-to-day performance management of the Membership business, with focus on active base growth, retention, churn reduction, annual price increases, collections performance, member engagement, and lifetime value. This role partners closely with Visitation & Retention, CRM, Analytics, Finance, NSC, Operations, and payment/system vendors. Key responsibilities · Monitor membership performance, including active membership base, new enrollments, retention, churn, collections, and member engagement. · Lead membership growth and retention initiatives through forecasting, performance analysis, and guest behavior insights. · Support annual membership price increase initiatives, including member identification, communication planning, vendor coordination, and measurement. · Partner with Analytics to maintain dashboards and reporting for membership growth, churn, collections, and customer behavior. · Partner with CRM and Marketing to develop segmentation, lifecycle campaigns, visit-based triggers, and personalized engagement. · Create and manage membership-exclusive benefits, perks, and value-added offerings. · Serve as primary business owner or relationship manager for collections partner performance and related business reviews. Coordinate with NSC, Operations, Finance, Customer Service, and other partners to improve consistency of the membership experience.

Skills and Requirements

-Experience managing a membership, subscription, loyalty, retention, or recurring-revenue business. -Proven experience owning membership performance metrics, including active base growth, enrollment, retention, churn, collections, engagement, and lifetime value. -Experience developing and executing member growth, retention, and churn-reduction initiatives. -Strong analytical skills with experience using forecasts, dashboards, customer behavior insights, and KPI reporting to drive decisions. -Experience supporting membership or subscription price increases, including customer segmentation, communication planning, implementation, and performance measurement. -Experience partnering with CRM and Marketing teams on lifecycle campaigns, customer segmentation, personalized engagement, and behavior-based triggers. -Strong understanding of recurring payments, failed-payment recovery, collections, billing operations, or payment vendor management. -Experience creating or managing membership benefits, loyalty perks, exclusive offers, or value-added programs. -Proven ability to manage external vendors and lead recurring performance reviews, issue resolution, and accountability discussions. -Strong cross-functional leadership experience working with Analytics, Finance, Operations, Customer Service, Marketing, and technology or payment teams. -Ability to translate membership data into clear, actionable recommendations for business leadership. -Strong communication and project management skills with the ability to coordinate initiatives across multiple stakeholders.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to View email address on click.appcast.io.