Collective

2 weeks ago

Manager, Member Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Own day-to-day Member Success operations for a team of 10–12 MSMs, ensuring proactive member outreach delivers measurable value. Lead daily operating rhythm, queue health, call coverage, and SOP/metric hygiene to meet service-level targets. Coach and QA calls and written communication, develop senior player-coaches, manage escalations and compliance-adjacent risk, and translate strategy into weekly targets while optimizing team capacity and member satisfaction.

Location: San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Run the team’s daily and weekly operating rhythm, including queue health, call coverage, SOP, and metric hygiene to meet service-level targets.
•Coach and QA MSMs’ calls and written communication daily; build judgment and develop senior MSMs into player-coaches.
•Partner closely with Service and Support to keep handoffs clean, surface friction early, and manage coverage and staffing decisions.
•Manage team economics by optimizing capacity utilization and using credits/refunds/goodwill deliberately to protect satisfaction and retention.
•Escalate member-facing and compliance-adjacent risk early, run post-mortems when needed, and use SLA/time-to-resolution patterns to prevent recurrence.

Pay and Benefits

Salary: USD 115,000 - 130,000 annually

Perks:Health InsuranceDentalVision401kEquityRemote WorkParental LeavePaid Leave

Key Requirements

•5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business.
•1–2+ years directly managing people who own ongoing relationships, not just transactions.
•Comfortable with financial and tax concepts including S-Corp structure, estimated taxes, and coaching calls without needing to make the call yourself.
•Data-savvy and able to pull performance numbers, build a clear view of team performance, and act on it with your Sr. Manager.
•AI-curious and AI-comfortable, using AI tools to draft, summarize, and find patterns while helping the team apply AI effectively.

Experience:5+ yearsCustomer successCustomer supportAccount managementFintechTaxSmall business accounting

Skills:LeadershipCoachingCommunicationOrganizationProblem-solving

Tech Stack:AppSheetFrontSlackCalendlyG SuiteAI

Company Brief

Collective

Provides an all-in-one online back-office platform for solopreneurs, offering company formation, payroll, bookkeeping, tax services, and financial advisory via AI-assisted tools and a concierge team.

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2020

Glassdoor: 4.2

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Collective

2 weeks ago

Manager, Member Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Run the team’s daily and weekly operating rhythm, including queue health, call coverage, SOP, and metric hygiene to meet service-level targets.
•Coach and QA MSMs’ calls and written communication daily; build judgment and develop senior MSMs into player-coaches.
•Partner closely with Service and Support to keep handoffs clean, surface friction early, and manage coverage and staffing decisions.
•Manage team economics by optimizing capacity utilization and using credits/refunds/goodwill deliberately to protect satisfaction and retention.
•Escalate member-facing and compliance-adjacent risk early, run post-mortems when needed, and use SLA/time-to-resolution patterns to prevent recurrence.

Pay and Benefits

Salary: USD 115,000 - 130,000 annually

Perks:Health InsuranceDentalVision401kEquityRemote WorkParental LeavePaid Leave

Key Requirements

•5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business.
•1–2+ years directly managing people who own ongoing relationships, not just transactions.
•Comfortable with financial and tax concepts including S-Corp structure, estimated taxes, and coaching calls without needing to make the call yourself.
•Data-savvy and able to pull performance numbers, build a clear view of team performance, and act on it with your Sr. Manager.
•AI-curious and AI-comfortable, using AI tools to draft, summarize, and find patterns while helping the team apply AI effectively.

Experience:5+ yearsCustomer successCustomer supportAccount managementFintechTaxSmall business accounting

Skills:LeadershipCoachingCommunicationOrganizationProblem-solving

Tech Stack:AppSheetFrontSlackCalendlyG SuiteAI

Company Brief

Collective

Provides an all-in-one online back-office platform for solopreneurs, offering company formation, payroll, bookkeeping, tax services, and financial advisory via AI-assisted tools and a concierge team.

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2020

Glassdoor: 4.2

Website LinkedIn Glassdoor