Member Service Director

Posted 3 days ago

samBrooklyn (NY)

Social and Community Service Managers Civic and Social Organizations

SENIORITY

Manager

SALARY

$145,000-$165,000

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About the role

About the Job: Role Overview We're hiring a Member Service Director (MSD) to own the member experience for a highly curated community of accomplished founders and business leaders. Once a founder joins the community, the Member Service Director becomes the primary steward of that relationship. You'll develop a deep understanding of what each member is building, what they're trying to accomplish, who they should meet, and how the community can create meaningful value for them. This is not a traditional customer support or event management role. You'll act as a strategic relationship partner to founders and senior executives, turning a network of accomplished business leaders into valuable working relationships, collaborations, and opportunities. You'll own the membership journey from onboarding through long-term engagement and annual renewal, ensuring that Chapter meetings, Strategy Sessions, One-on-Ones, Peer Exchanges, and other interactions consistently deliver a premium experience. The ideal candidate has significant experience in client services, executive relationship management, membership, or community building and is comfortable developing trusted relationships with high-profile founders, business owners, and C-suite executives.

Key Responsibilities:

Member Experience & Relationship Management
Own the end-to-end member lifecycle, including onboarding, integration, ongoing engagement, and renewal
Develop a strong understanding of each member's business, priorities, challenges, and goals
Adjust the level of hands-on involvement based on each member's engagement level and needs
Identify and facilitate valuable introductions, resources, knowledge-sharing opportunities, and strategic connections
Serve as a trusted point of contact and extension of each member's team
Track member feedback and proactively address opportunities to strengthen the member experience
Maintain a high level of discretion, trust, and professionalism across all member interactions
Chapter Management & Facilitation
Partner with Chapter leadership to moderate approximately eight Chapter meetings per year
Facilitate structured working sessions designed to create meaningful business value rather than traditional networking
Lead private Strategy Sessions with members to understand their goals and prioritize valuable relationships
Broker monthly One-on-Ones by thoughtfully matching members and preparing both parties for productive conversations
Facilitate Peer Exchanges and member-to-member working sessions between scheduled meetings
Confidently facilitate conversations among accomplished founders and hold members accountable to agreed-upon actions
Ensure premium execution across venues, materials, communications, and logistics for every gathering
Community Building & Value Creation
Build long-term relationships that extend beyond transactional membership
Identify opportunities for members to collaborate through joint ventures, strategic partnerships, knowledge sharing, co-investments, and other opportunities
Connect members based on complementary goals, expertise, resources, and business needs
Develop a genuine working understanding of member businesses across multiple industries
Generate prospective member introductions through trusted relationships with existing members
Partner with the Member Development team to ensure referrals align with the profile of members the community is seeking
Operational Excellence
Maintain accurate member profiles, relationship intelligence, engagement activity, and follow-up records in HubSpotPartner closely with Member Development and New York leadership to maintain alignment across recruitment, onboarding, and member service
Track commitments, introductions, follow-ups, and member priorities to ensure nothing falls through the cracks
Develop playbooks, templates, workflows, and processes that allow the organization to scale a consistently high-quality member experience
Use member engagement data and feedback to identify opportunities for continuous improvement
Key Metrics of Success
Engagement: Percentage of members actively participating in Chapter meetings, Strategy Sessions, One-on-Ones, Peer Exchanges, dinners, breakfasts, and cross-Chapter events
Satisfaction: Member NPS and qualitative member feedback
Retention: Annual membership renewal rate and upgrades across engagement levels
Value Creation: Documented collaborations, strategic partnerships, alliances, introductions, and other outcomes generated through the community
Operational Excellence: Quality and timeliness of member communications, event execution, follow-through, and CRM accuracy

Required Experience:

7+ years of experience in client services, member engagement, community management, executive relationship management, or a similar high-touch role
Experience building and managing relationships with senior executives, founders, business owners, or other high-level stakeholders
Strong relationship-building skills with high emotional intelligence and executive presence
Demonstrated ability to facilitate conversations and confidently engage groups of senior leaders
Strong organizational and program management skills
Experience managing high-touch experiences, programs, meetings, or gatherings where execution and attention to detail are critical
Excellent written and verbal communication skills
Ability to manage multiple member relationships, priorities, introductions, and follow-ups simultaneously
Strong judgment and discretion when handling confidential or sensitive information
Experience using CRM and modern collaboration tools to manage relationships, workflows, and follow-upPreferred Qualifications
Experience working with founders, entrepreneurs, investors, high-net-worth individuals, or executive membership communities
Experience managing a portfolio of high-value client or member relationships
Experience driving member or client engagement, retention, and renewals
Entrepreneurial and commercially minded approach to relationship management
Experience identifying strategic introductions, partnerships, or business opportunities between clients or members
Familiarity with HubSpot, Slack, Google Workspace, Zoom, Fireflies, Monday.com, Claude, or comparable platforms
Experience working in a startup, high-growth company, professional network, executive community, or membership organization

Who You AreRelationship-Oriented: You genuinely enjoy understanding what people are building, what they need, and how the right relationship can help them move forward. Strategic: You don't make introductions simply because two people should "network." You understand both sides, identify why a conversation should happen, and help create the conditions for something valuable to come from itExecutive-Level Communicator: You're comfortable working directly with accomplished founders, business owners, and C-suite executives and can communicate with clarity, warmth, and credibility Proactive: You take ownership of your members without waiting to be asked. You track what you own, identify problems early, and follow through Highly Organized: You can manage dozens of relationships, conversations, introductions, commitments, and follow-ups without allowing important details to get lost Confident Facilitator: You can command a room of accomplished founders, guide productive conversations, and hold people accountable while maintaining trust and respect Discreet: You understand that confidentiality is fundamental to building trusted executive relationships. What is discussed privately stays private Detail-Oriented: You care about the small details because you understand that they contribute to a premium member experience Adaptable: You're comfortable learning new systems and technology and can quickly become proficient with the tools necessary to manage the member experience

Role Details

Location: New York City

Work Arrangement: HybridIn-Office Expectation: Approximately 4 days per week

Employment: Full-time

Compensation & Benefits

Base Salary: $145,000-$165,000 Performance-based bonus

Medical, dental, and vision insurance beginning on day one 401(k) Flexible PTOPaid holidays Opportunity to help shape and scale a category-defining membership platform

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