Role Description The Boardroom already has a member experience infrastructure in place — you're being hired to elevate it and run it with real intention. You'll design and own the full member experience — from the moment someone enrolls through their first 90 days, their ongoing engagement, their renewal, and their upgrade into higher tiers of membership. You are not a customer service manager. This role owns renewal revenue, retention, and ascension revenue — and the way you generate all three is by elevating the member experience. World-class here isn't a vibe — it's measurable: - Members who feel seen before they ask to be - Upgrade opportunities surfaced at the right moment instead of missed - Disengagement caught and reversed weeks before a renewal conversation ever happens You'll have administrative support from day one. Existing team members currently handle pieces of this work and will continue supporting the role as their responsibilities transition to you over time. As you build out a stronger playbook, you will hire and lead a small team of Member Success Advisors who execute what you've designed, while you retain the highest-profile accounts and personally handle every escalation — including exit conversations when a member is considering leaving. What You Will Do - Own the full member lifecycle: welcome call, 90-day onboarding milestones, quarterly touchpoints, health checks, renewal, and ascension - Design and run onboarding calls for every new member, scheduled within days of enrollment - Elevate the systems and SOPs supporting the member experience - Proactively re-engage members who miss events or go quiet — before they disengage further - Facilitate warm introductions between members based on their business and goals - Identify and place upgrade/ascension opportunities (higher membership tiers, 1:1 coaching) in front of members at the right moment, rather than waiting to be asked - Own the renewal conversation and, when needed, the exit interview — finding alternative solutions (downgrades, custom arrangements) before a member leaves - Eventually hire, train, and manage a team of Member Success Advisors who follow the SOPs you build Qualifications - 2+ years in high-touch client success, account management, or membership experience — ideally within a paid membership, high-ticket coaching, or mastermind environment - Exposure to real estate entrepreneurs (wholesalers, flippers, brokers, developers, commercial investors) or experience working closely with founders/business owners scaling a company - A revenue mindset, not a pure service mindset — you see retention and renewal as things you own, not things you hand off - The instinct to solve problems before being asked — you notice when someone's falling out of engagement and go get them - The ability to elevate a process that already exists into something considerably better — you're not waiting for someone to hand you a script - A polished, professional presence suited to working with high-net-worth clientele - Comfort being measured on outcomes (renewal rate, ascension revenue) rather than activity Requirements - You want revenue and sales conversations to be someone else's job - You need everything fully built and scripted before you can perform - You've only worked in low-ticket, transactional customer support - You wait for members to come to you rather than proactively checking in - Real estate or business ownership are worlds you've never been curious about Benefits - Base salary $75,000–$85,000 + monthly performance bonus + commission on membership ascension/upgrades | OTE $150,000–$200,000+ - 401k - Company healthcare plan - Access to Boardroom Mastermind quarterly in-person events and virtual sessions as part of the team - Direct mentorship from Noah Cosby, CRO - Fully remote; anywhere in the United States (quarterly in-person travel required) How to Apply Submit your application and complete all screening questions. Incomplete applications will not be reviewed. Qualified applicants will be contacted by the recruiting team regarding next steps.

• Own the preparation process for quarterly EBRs across the Enterprise CS portfolio — pulling usage data, assembling slide templates, and ensuring CSMs have everything they need to walk in ready. • Coordinate logistics for EBRs: scheduling across complex stakeholder calendars, managing virtual meeting setup, and sending pre-read materials. • Draft and refine EBR decks in collaboration with the CSM, incorporating product adoption data, customer milestones, and forward-looking recommendations. • Capture action items and decisions from EBRs and ensure they are documented, assigned, and followed up on. • Draft follow-up emails, meeting recaps, and stakeholder updates on behalf of Enterprise CSMs after key customer interactions. • Track open commitments across the portfolio — items the CSM or internal teams have promised to customers — and flag anything at risk of slipping. • Help maintain stakeholder maps and contact records for enterprise accounts, ensuring CRM data reflects current organizational structures. • Support CSMs in preparing for renewal conversations and account check-ins by summarizing recent account activity, open issues, and relevant product updates. • Coordinate cross-functional requests on behalf of customers — routing escalations to Support, following up with Implementation on open items, and keeping CSMs informed. • Maintain accurate and up-to-date account records in HubSpot, including notes from customer interactions, health score updates, and task tracking. • Monitor basic health signals across the portfolio and flag anomalies or inactivity to the CSM proactively. • Help build and maintain account-specific resources — onboarding summaries, success plan trackers, and renewal timelines. • Compile account histories and briefing documents when new stakeholders are introduced or accounts undergo transitions. • Support the broader CS team with process improvements — identifying repetitive tasks that could be templatized or streamlined. • Contribute to the development and maintenance of EBR templates, account plan frameworks, and follow-up playbooks. • Help onboard new Enterprise CSMs by maintaining documentation and orientation materials. • Assist with customer advocacy coordination — tracking reference requests, case study status, and customer event participation.

• Develop and execute customer success strategies to enhance satisfaction, onboarding, retention, and revenue growth. • Collaborate with cross-functional teams to align customer success initiatives with overall business objectives. • Act as a key advocate for customers within the organisation, ensuring their needs are understood and addressed. • Stay informed about industry trends and leverage insights to provide strategic recommendations to customers. • Monitor customer health and performance metrics to identify opportunities, risks, and areas for optimization. • Deliver quarterly business reviews and provide actionable insights to both customers and internal stakeholders. • Utilise data-driven insights to identify opportunities for continuous improvement and innovation. • Give input into and implement strategies to improve customer retention rates. • Identify and address factors that may contribute to customer churn. • Own the full commercial lifecycle post-onboarding, including renewals, upsells, and cross-sells, and identify and track expansion opportunities within the existing customer base. • Collaborate with sales and marketing teams to develop and implement strategies for customer expansion. • Help foster a culture of continuous learning, collaboration, and excellence within the team

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization • Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond • Collaborate with CS leadership and frontline managers to build trust in operational processes • Build dashboards on key CS metrics (customer health, churn, expansions) • Own CS operational initiatives end-to-end, turning strategy into executable plans • Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions