Member Onboarding & Retention Manager

Role Description

You begin your week by reviewing member lifecycle dashboards: first-year retention, onboarding completion, renewal conversion, and engagement trends. You are looking for signals: where members are dropping off, where engagement is strong, and where the intended journey is not matching actual behavior.

• Meet with IT to understand system performance and identify friction points in onboarding or renewal workflows.
• Meet with Marketing & Communications to evaluate messaging effectiveness and ensure that communications are reinforcing, not confusing, the member journey.
• Work directly across the Membership & Volunteer Engagement department, connecting dots between onboarding, service interactions, community engagement, and chapter participation.
• Design and refine member pathways, mapping how members move from induction into engagement opportunities.
• Identify gaps in personalization and build solutions that make it easier for members to find value early and often.
• Analyze churn patterns, identify at-risk segments, and implement targeted interventions that improve renewal and long-term participation.
• Oversee membership subsidy and access processes, ensuring programs operate smoothly, equitably, and in alignment with organizational priorities and Foundation partnership goals.

No two weeks are identical, but the rhythm is consistent: understand the data, identify friction in the member journey, and continuously improve how members experience onboarding, engagement, and retention at scale.

Qualifications

• Three or more years of professional experience in membership, customer or client success, constituent engagement, program management, association management, or a related field.
• Bachelor's degree in a relevant area or an equivalent combination of education and experience.
• Experience developing, coordinating, or executing onboarding, engagement, retention, renewal, or member lifecycle programs.
• Experience using data, metrics, and reporting to evaluate outcomes, identify trends, and inform decision-making.
• Experience managing multiple projects, timelines, and priorities while maintaining a high level of organization and attention to detail.
• Experience collaborating across departments and building effective working relationships with diverse stakeholders.
• Experience supporting membership onboarding, retention, or renewal initiatives at scale and administering membership platforms, CRM systems, or engagement platforms.
• Motivated by the opportunity to directly influence how members experience value, connection, and belonging from their very first interaction onward.

Requirements

• Ability to communicate effectively across written, verbal, and virtual channels with diverse stakeholder groups.
• Comfortable working across ambiguity where systems, processes, and member journeys are still evolving.
• Understanding that retention is built through consistent experience design across onboarding, engagement, service, and renewal touchpoints.
• Natural inclination to look for friction in systems and feel compelled to improve it.

Benefits

• Strong health and retirement benefits.
• Support for professional development.
• Encouragement of open communication and collaboration across teams.

Company Description

Sigma Theta Tau International Honor Society of Nursing (also known as Sigma Nursing or Sigma) is a global nursing organization with more than 100 years of impact. We’re a community-oriented group of approximately 40 employees based in Indianapolis, Indiana, working in a remote-friendly environment. At Sigma, you’ll find a culture that values accountability, growth, and purpose.

We recognize that diversity and inclusion are essential to our success and are committed to creating a workplace that reflects the global nursing community we serve. We’re proud to be an Equal Opportunity Employer.

Ready to Join Us? Apply today and help drive Sigma’s mission forward—building a stronger, more connected global nursing community.