Pavilion

• Oversee, manage, and convert a pipeline of prospective Pavilion members. • Follow up with inbound leads to book meetings • Connect potential members with local chapter heads and members with similar backgrounds to drive conversion and set them up for success. • Follow up with prospective members after initial conversations via phone, email, and LinkedIn. • Identify and prospect leads that fit Pavilion’s member ICP, with the goal of converting them into members • Work closely with local Chapter Heads on growth initiatives • Ensure prospective members fit with company values and requirements • Reply to prospective members on email and LinkedIn with speed, efficiency, and respect • Provide feedback on trends and insights relevant to day to day performance of the role. • Develop new concepts and initiatives to improve member acquisition, and documenting critical processes for repeatability • Participate in community events, trainings, and company wide initiatives while dedicating yourself to your professional development • Maintain accurate and timely records of all interactions in our CRM (HubSpot) • Own - and achieve - a monthly quota for new member acquisition

• Manage a portfolio of corporate accounts from onboarding through renewal. • Partner closely with Account Executives to create a seamless pre- to post- sale handoff experience for new customers. • Identify new up-sell and cross-sell opportunities to support account growth. • Serve as primary point of contact for corporate customer questions and ensure timely resolution to issues in partnership with the Member Support team. • Provide feedback to continue improving CS Automation and processes

The Customer Success Manager (CSM) for Corporate Memberships is responsible for managing relationships with corporate accounts and ensuring strong adoption, engagement, and long-term retention. Manage a portfolio of corporate accounts from onboarding through renewal. Partner closely with Account Executives to create a seamless pre- to post-sale handoff experience for new customers. Identify new up-sell and cross-sell opportunities to support account growth. Serve as primary point of contact for corporate customer questions and ensure timely resolution to issues in partnership with the Member Support team. Provide feedback to continue improving CS Automation and processes.

• Own Pavilion’s hiring philosophy and maintain an uncompromising bar for talent quality. • Design and continuously refine structured, high-signal interview processes. • Partner with hiring managers to ensure every hire is intentional, accretive, and aligned with Pavilion’s standards. • Personally lead or tightly oversee hiring for ~5–10 roles per year, including strategic backfills. • Hold hiring managers accountable to preparation, rigor, and decision quality. • Design and manage Pavilion’s performance review process, ensuring clarity, fairness, and high expectations. • Build clear professional development paths that help employees grow their skills, impact, and careers. • Support managers in delivering direct, thoughtful feedback and coaching. • Create systems that reward high performance while addressing underperformance decisively and humanely. • Act as a steward of Pavilion’s culture: high standards, hard work, mutual respect, and care for the whole person. • Ensure employees feel supported, challenged, and well taken care of in exchange for doing meaningful, demanding work. • Proactively identify friction, burnout risk, or morale issues and address them early. • Inject fun, connection, and humanity into the day-to-day employee experience. • Own planning and execution of Pavilion’s in-person team experiences, including at least one major US-based company offsite annually. • Design retreats that strengthen trust, alignment, and shared ambition—not just social time. • Own core People processes and policies with a bias toward clarity and simplicity. • Ensure Pavilion operates with professionalism, consistency, and legal compliance without becoming bureaucratic.

• Own the end-to-end member lifecycle from post-enrollment through renewal, ensuring members consistently experience and recognize the value of Pavilion. • Monitor and manage member health and engagement signals, proactively identifying risk and opportunity across the member journey and developing appropriate interventions. • Drive retention and renewals through value-based conversations • Act as a trusted partner and advisor to members, connecting them to relevant peers, programs, and experiences. • Capture and synthesize member feedback to serve as an internal advocate for our members and inform improvements across onboarding, programming, and lifecycle experience. • Contribute to developing scalable success practices and playbooks as Pavilion grows.

• Architect the Ideal Member Journey across five critical stages • Develop new experiences and programs that support transformation • Optimize Pavilion's Core Member Experience Programs • Leverage Data to Drive Member-Centric Decisions • Champion Cross-Functional Alignment

• Coordinate end-to-end logistics for Pavilion events, including venue sourcing, contracting, and scheduling. • Manage the operational workflow for recurring events, including creation of event pages, attendee tracking, and communication timelines. • Oversee menu planning, seating arrangements, and dietary accommodations in collaboration with venues. • Ensure all event details are accurately documented in Pavilion’s systems (HubSpot, Hivebrite, Make, Slack automations, etc.). • Support sponsor deliverables, including brand visibility, attendee introductions, and post-event reporting. • Manage attendee outreach and communication cycles — including invitations, acceptances, reminders, and post-event follow-ups. • Coordinate prep calls, email campaigns, and host communications to ensure alignment across all stakeholders. • Update attendance, no-show, and feedback data in internal systems. • Track and report on event metrics, budget adherence, and sponsor fulfillment outcomes. • Identify and recommend process improvements to increase efficiency as event volume scales.

• Own Pavilion’s GTM systems including architecture, data integrity, workflows, and integrations. • Ensure the tools, processes, and playbooks exist for Enrollment, Member Experience, and Marketing to operate efficiently and consistently. • Evaluate and implement new tools—including AI-powered platforms—that enhance visibility, automation, and productivity across the revenue lifecycle. • Build and maintain end-to-end revenue forecasting for member enrollment, churn, renewal, and expansion. • Create dashboards and reporting that deliver actionable insights to leadership and functional teams. • Ensure full visibility and data capture across the member journey—from application to activation to renewal. • Partner with Finance on annual and quarterly planning, scenario modeling, and performance analysis. • Design, document, and optimize key GTM processes (e.g. lead routing, application review, sales handoffs, onboarding workflows, retention and renewal motions, and more). • Identify opportunities to introduce AI/automation and workflow optimization and own implementation. • Equip Enrollment and Member Experience teams with enablement, tools, and data to maximize productivity and increase conversion and retention. • Serve as the connective tissue between Revenue, Marketing, Product, Member Experience, and Finance. • Quarterback Quarterly Business Reviews and partner with leadership to align strategy, roadmaps, and objectives. • Support strategic initiatives such as onboarding improvements, new product launches, and pricing changes.