Member Success Director

The Opportunity: What if your next role put you at the intersection of business strategy, the future of work, and some of the most influential HR leaders in the world? As a Member Success Director at i4cp, you’ll serve as a strategic advisor to CHROs and senior HR executives, helping them navigate complex workforce challenges, explore emerging practices, and translate insights into meaningful organizational impact. Alongside the advisory work, you’ll be accountable for the success and commercial performance of an assigned portfolio of members. You’ll earn renewals by demonstrating meaningful value, build relationships across HR leadership teams, identify opportunities to deepen i4cp’s impact, and bring the planning and discipline needed to retain and grow recurring revenue. This role is well suited to someone who enjoys substantive conversations with senior HR leaders and takes pride in building lasting member relationships, delivering measurable value, and achieving strong commercial results. What You’ll Own Executive Advisory & Strategic Member Partnerships Become a trusted thought partner to CHROs, HR leadership teams, and Center of Excellence leaders by understanding their business context, people strategy, and most important workforce priorities. Lead substantive executive conversations—asking thought-proking questions, bringing informed perspectives, and connecting members to i4cp research, experts, peer leaders, and practical resources that advance their agendas. Develop strategic member plans with clear priorities, stakeholders, desired outcomes, and meaningful measures of value; confirm that value directly with member decision-makers. Build broad, durable executive relationships across each account, increasing engagement with senior stakeholders and participation in high-value experiences, including CHRO Boards, forums, and the annual conference. Bring the voice of the member back into i4cp, helping Research, Product, Consulting, and other partners understand emerging needs and opportunities to improve impact. Renewal, Expansion & Portfolio Performance Own retention and growth across your portfolio, with accountability for strong renewal performance, recurring revenue health, and expansion opportunity development. Lead the renewal lifecycle: build account strategies early, maintain accurate forecasts, navigate commercial discussions, surface risks, and execute recovery plans for at-risk relationships. Recognize where additional i4cp offerings—including assessments, workshops, boards, and special projects—can solve a member need; qualify and advance opportunities in partnership with Sales. Use member health indicators, stakeholder insight, confirmed outcomes, and business judgment to prioritize effort and make informed portfolio decisions. New Member Success & Operational Excellence Partner with Sales before and during the handoff to understand commitments, decision-makers, and the outcomes a new member expects to achieve. Co-create Joint Success Plans early in the relationship; orchestrate a focused onboarding experience that accelerates time to first confirmed value and supports first-cycle renewal. Coordinate colleagues across i4cp to deliver a coherent member experience, resolve obstacles, and continuously improve repeatable practices. Maintain clear, timely account documentation and CRM records to support forecasting, collaboration, and disciplined follow-through. How We’ll Know You’re Succeeding You will be measured by tangible portfolio and member outcomes, including renewal and revenue retention; expansion opportunity creation; timely, credible forecasts; strong executive stakeholder coverage; buyer-confirmed member value; proactive risk plans; and effective onboarding and early value realization. Annual targets are set through the business planning process. What You Bring 8+ years of relevant experience in HR leadership, human capital consulting, enterprise customer success, strategic account management, or a related field, with fluency in the issues facing senior HR executives. Credibility and curiosity in the executive room: you can advise, challenge constructively, listen carefully, and connect workforce priorities to broader business outcomes. Demonstrated success building senior executive relationships and managing complex enterprise accounts, ideally including responsibility for renewals, retention, and expansion. Commercial acumen and a strong ownership mindset; comfort with account planning, forecasts, difficult renewal conversations, and opportunity development. Clear, engaging communication; sound judgment; strong follow-through; and the ability to influence across teams without relying on formal authority. Experience using CRM tools such as Salesforce. Why This Role Is Worth Considering You will have the opportunity to engage with senior HR leaders at prominent organizations, learn from a community of leading practitioners and researchers, and see the direct impact of your work on both member decisions and i4cp’s growth. You will have room to bring your own judgment to the table, shape how member relationships develop, and build a portfolio whose success you can clearly see and measure.i4cp offers a remote work environment; medical, dental, and vision benefits; paid time off and company holidays; eligibility for commission and equity compensation; and access to a network of human capital thought leaders, researchers, and practitioners. This role offers a base salary range of $110,000-$135,000 and is eligible for commission compensation. Final compensation will be determined based on experience, skills, and qualifications. Equal Employment Opportunityi4cp provides equal employment opportunity for all applicants and employees. The Company does not unlawfully discriminate on the basis of sex, sexual orientation, marital or civil partner status, gender reassignment, religion or belief, race (including color, nationality, ethnic or national origin), disability or age, pregnancy or maternity (referred to as “protected characteristics”), or any other basis protected by law.