• Own the global Team Member technology experience from day one onboarding through every day they’re here. • Lead a globally distributed team of EUS engineers, set the strategy for how we deliver support at scale. • Partner closely with People Operations, Security, IT Engineering, and Workplace to ensure technology removes friction rather than creating it. • Measured on Team Member satisfaction, operational excellence, and ability to scale support through automation, AI, and well-designed processes. • Report into IT leadership and have visibility across the company on everything from new-hire experience to global office expansions and SaaS portfolio strategy.

Role Description 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. Benefits - Ability to work remotely. - Competitive compensation. - Competitive, comprehensive health care coverage. - Flexible paid time off. - 401k w/company match.

• Guide, coach, and develop direct reports to build a high-performing T&A team. • Foster a positive team culture across international borders in a remote, asynchronous environment that encourages excellence and innovation. • Lead performance management by overseeing bi-annual evaluations and aligning individual and team goals with business objectives in our high-performance culture. • Drive recruitment, training, mentoring, and supervision of the regional team to support their professional growth. • Serve as a subject matter expert and the final escalation point on all high-risk Time & Attendance related topics, including complex wage-hour disputes, policy interpretation, and potential disciplinary matters related to timekeeping compliance. • Partner across domains—including Operations, Product, Engineering, Legal, and Employee Relations (ER)—to enhance T&A processes, workflows, and standard operating procedures (SOPs). • Improve & optimize the Lifecycle T&A team's processes, existing workflows and tools, including identifying opportunities for automation to improve quality, efficiency and drive scale. • Ensure efficient, compliant delivery of Time & Attendance services while meeting KPIs and SLAs. • Safely manage and maintain employee data and confidential information, and advise on best practices to handle sensitive T&A records and investigations with discretion. • Resolve escalated T&A issues through detailed analysis, including advising on or conducting internal investigations into serious attendance or timekeeping discrepancies, and implementing improvements that drive compliance and business growth. • Champion the responsible adoption of AI-assisted tools within the T&A team — identifying opportunities, running pilots, establishing guardrails, and scaling what works. Ensure team members are equipped and confident to use AI tools within Remote's data handling and compliance guidelines.

• People & Team Leadership: Guide, coach, and develop direct reports to build a high-performing T&A team. • Culture: Foster a positive team culture across international borders in a remote, asynchronous environment that encourages excellence and innovation. • Performance Management: Lead performance management by overseeing bi-annual evaluations and aligning individual and team goals with business objectives in our high-performance culture. • Team Growth: Drive recruitment, training, mentoring, and supervision of the regional team to support their professional growth. • Complex Case Resolution (ER Scope): Serve as a subject matter expert and the final escalation point on all high-risk Time & Attendance related topics, including complex wage-hour disputes, policy interpretation, and potential disciplinary matters related to timekeeping compliance. • Cross-Functional Partnership: Partner across domains—including Operations, Product, Engineering, Legal, and Employee Relations (ER)—to enhance T&A processes, workflows, and standard operating procedures (SOPs). • Process Optimization: Improve & optimize the Lifecycle T&A team's processes, existing workflows and tools, including identifying opportunities for automation to improve quality, efficiency and drive scale. • Service Delivery: Ensure efficient, compliant delivery of Time & Attendance services while meeting KPIs and SLAs. • Risk Mitigation: Safely manage and maintain employee data and confidential information, and advise on best practices to handle sensitive T&A records and investigations with discretion. • Strategic Resolution: Resolve escalated T&A issues through detailed analysis, including advising on or conducting internal investigations into serious attendance or timekeeping discrepancies, and implementing improvements that drive compliance and business growth. • AI Enablement: Champion the responsible adoption of AI-assisted tools within the T&A team — identifying opportunities, running pilots, establishing guardrails, and scaling what works. Ensure team members are equipped and confident to use AI tools within Remote's data handling and compliance guidelines.