Head of Member Success

About 3i 3i is a rapidly growing, invitation-only community of private investors sharing deals, insights, and contacts. With a focus on alternative and off-market deal flow, shared benefits, and investor services, 3i serves as a kitchen table around which highly engaged high net worth individuals can discuss and debate compelling, unexpected opportunities in emerging sectors. Head of Member Success – New York 3i is seeking a Head of Member Success to lead the full post-sale member lifecycle – from onboarding and activation through engagement, retention, and renewal. This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function. You will partner closely with Executive Directors, Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalized but scalable member experience. Success in this role is defined by member retention, engagement, activation, and overall member satisfaction and quality. Responsibilities The full post-sale member journey across onboarding, activation, engagement, and renewal The “100-Day Path to Renewal”: the touchpoints, interventions, and escalations that secure long-term loyalty Retention forecasting and the save desk: terms, escalation paths, and intervention playbooks for at-risk renewals Member Health Score operationalization, in partnership with Revenue Operations High-stakes member situations – Code of Conduct, pricing disputes, sensitive cases requiring senior judgment Referral generation: turning the most engaged members into structured advocates Success ICP renewal rate with cohort-level predictability Time-to-first-value for all new members Renewals confidently called green or red 90 days out Measurable lift in referral generation from existing members About You 6‑9+ years in customer success, membership, client services, or relationship management leadership Experience in high‑touch environments: private client services, investor networks, advisory businesses, or premium membership organizations Strong operator: data‑informed approach to member health, retention, and forecasting Strong coach who raises the floor of the team and develops talent High agency: willing to write the playbooks, handle executive escalations, and personally save key renewals to build the system Member‑centric mindset with close attention to detail and experience quality Why Join 3i Help shape the future of a highly curated investor network Lead a critical function focused on long‑term member value creation Work alongside founders, operators, and investors in a high‑growth environment Build scalable systems that improve both member experience and business performance Opportunity to help define what modern membership success looks like #J-18808-Ljbffr