Manager, Member Success

Job Description

About the Role

Reporting to the VP, Marketing and Operations, the Member Success Manager serves as the operational leader for Health Evolution’s executive members. This person will ensure our member’s success and continued participation in Health Evolution’s convenings. This person will have outstanding communication, organizational and problem-solving skills along with a passion for ensuring a white glove member experience.

Primary Job Responsibilities

• Build and maintain meaningful one-on-one relationships with executive members, serving as their primary point of contact and trusted resource within Health Evolution
• Develop and manage a best-in-class member onboarding experience
• Manage reporting of KPIs to track member benefit utilization, program engagement, and overall health of the membership
• Develop a deep understanding of each member's priorities and interests to deliver personalized program recommendations and connections
• Lead membership retention strategy, identifying at-risk members early and executing proactive outreach to drive renewal and long-term participation
• Partner cross-functionally to shape and continuously elevate the member experience across all touchpoints throughout the program year
• Continuously refine member support processes and service standards to improve response times, resolution quality, and overall member satisfaction
• Resolve membership and event-related inquiries with urgency and professionalism, ensuring every interaction reinforces trust and confidence in Health Evolution
• Serve as a knowledgeable, responsive resource for members across all Health Evolution products and programs, delivering support that reflects the caliber of our executive audience
• Serve as the internal voice of the member, sharing insights and trends with leadership to shape strategy and product offerings
• Conduct regular proactive touchpoints (check-ins, calls, surveys) to understand member goals, gather feedback, and identify opportunities to deepen engagement
• Identify opportunities to expand member engagement, including upsell or referral opportunities where appropriate

Qualifications

• Bachelor’s degree
• 4 or more years of work experience in a professional customer success or support role
• Demonstrated proficiency in Salesforce, Microsoft Word, Excel, and PowerPoint; advanced Excel skills greatly appreciated
• Demonstrated ability to communicate effectively with executives and colleagues
• Strong analytical skills
• Ability to work independently, but collaboratively in a remote environment
• Demonstrated curiosity in our healthcare system and the people who make it better

Additional Information

Benefits

• Ability to work remotely
• Competitive compensation
• Competitive, comprehensive health care coverage
• Flexible paid time off
• 401k w/company match

Health Evolution is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.