Collective logo
Collective

The first all-in-one financial solution built exclusively for solopreneurs.

Manager, Member Success

ManagerManagerFull TimeRemoteLeadTeam 51-200Since 2020H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

6 days ago

Salary

$115K - $130K / year

Seniority

Lead

No structured requirement data.

Job Description

Manager, Member Success

Collective

Role Description Member Success exists to get members the most value out of their membership through outreach that happens before they ask, not tickets answered after they do, and that only works if the team delivering it is well-coached and protected from overflow. As Manager, Member Success, you own that day-to-day for roughly half the team, about 10–12 MSMs, including the Senior MSMs who already operate as player-coaches. You report to the Sr. Manager, Member Success, who owns the function's overall strategy; you own making the daily work right for your group, without exception. You lead from the front, not the sidelines: you're in the room modeling the standard, not just describing it in a 1:1, and you catch what's slipping before it becomes a pattern instead of a retro topic. You don't carry a permanent book, but you're never far from one: coverage gaps, escalations, and coaching moments put you in the queue and on the call. Beyond the daily work, you're accountable for how your team spends its time and its money, comfortable pulling your own numbers to know exactly where things stand, and invested in making sure your MSMs get real value out of the AI tools Collective is rolling out. What you’ll do - Run the team’s daily engine. - Own the daily and weekly operating rhythm, queue health, call coverage, SOP and metric hygiene, so your team hits the service-level bar (24-hour response, 5-day resolution, 90%+) every week, not just when things are calm. - Build a deep bench. - Coach and QA your MSMs’ calls and written communication daily, develop judgment over just output, and turn your Senior MSMs into real player-coaches, addressing underperformance head-on before it becomes a pattern. - Keep your team focused on high-value work. - Partner closely with Service and Support so handoffs stay clean, surface friction early so it gets fixed at the source, and make the day-to-day coverage and staffing calls yourself. - Run your team's economics well. - Keep your team's capacity fully utilized, and use credits, refunds, and goodwill gestures as a deliberate tool for protecting member satisfaction and reinforcing retention, not a reflex. - Catch risk before it becomes a story. - Escalate member-facing risk and anything compliance-adjacent early, knowing exactly when a case belongs above your desk, run the post-mortem when something misses, and use SLA and time-to-resolution patterns to get ahead of the next one. - Make the work add up. - Translate the Sr. Manager’s priorities into targets your team can act on this week, keep them focused on the highest-leverage work, and turn what you’re seeing into real process fixes. Qualifications - 5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business. - 1–2+ years directly managing people who own ongoing relationships, not just transactions. - Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you’re not the one making it. - Data-savvy and self-serve. You’re comfortable pulling your own numbers from whatever system you’re given, building a clean view of how your team is performing, and turning it into something you and your Sr. Manager can act on. - AI-curious and AI-comfortable. You’ve used AI tools to do real work, drafting, summarizing, finding patterns, and you’re genuinely interested in where Collective is taking this, not just tolerating it. - A real coach who leads by doing, not just observing. You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong. - Hyper-organized. You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10–12 direct reports without anything falling through the cracks. - A clear, fast escalator. You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that’s yours and one that belongs to your Sr. Manager. - Comfortable in our day-to-day stack, AppSheet, Front, Slack, Calendly, and G Suite, and quick to pick up new tools as we add them. Nice to haves - Experience managing player-coaches or senior ICs who mentor others. - Background in financial services, fintech, or tax and accounting services for small businesses. - Experience working alongside a dedicated escalations, financial resolution, or credits/refunds program. Benefits - Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. - Health & Wellness: $200 quarterly reimbursement to support your well-being. - Fresh Lunch: Provided on in-office days for those in a hybrid schedule. - Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule. - Time Off: Flexible PTO plus 14 company holidays. - Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents. - Parental Leave: 16 weeks fully paid. - Retirement & Ownership: 401k plan plus an equity package. - Team Connection: Quarterly virtual events and an annual in-person summit.

Related Categories

Related Job Pages

More Manager Jobs

Role Description The Polymer & Profiles Regional Sales Manager is responsible for driving sales growth and maximizing margin within the Polymer & Profiles (formerly lighting) product segment across an assigned geographic region. This role focuses on servicing and expanding business at OEM customers and distribution channels through technical product knowledge, strategic account management, and alignment with Plaskolite’s customer-centric approach. The position does not include direct reports but requires strong collaboration with cross-functional teams including Marketing, Product Management, Manufacturing, and Supply Chain to meet customer expectations and Plaskolite’s strategic objectives. This position requires attention to detail, the ability to work in a fast-paced manufacturing environment, and a strong commitment to safety, teamwork, and quality—reflecting Plaskolite’s core values of Integrity and Improvement. Qualifications - Bachelor’s degree in Business Administration, Marketing, Sales, Management, or a related field preferred - Equivalent combination of education and relevant work experience may be considered - MBA or advanced business degree a plus, but not required - 5–10 years of progressive sales experience, preferably in B2B, industrial, manufacturing - Proven track record of meeting or exceeding revenue and margin targets - Experience developing and executing regional sales strategies - Strong background in key account management, contract negotiation and pricing strategies, forecasting, budgeting, and pipeline management - Experience working with CRM systems (Salesforce or similar) - Ability to analyze sales data and market trends to drive growth - Experience collaborating cross-functionally with operations, marketing, and customer service - Willingness and ability to travel within the assigned region (often 30–50%) Requirements - Manage and grow sales for the Polymer & Profiles product line, which includes acrylic polymer, custom extruded profiles, lighting based sheet & films, along with specialty products like Jungbecker technology, within an assigned region. - Develop and execute account-level strategies that align with Plaskolite’s revenue, margin, and growth goals. - Maintain strong relationships with existing OEMs and select distribution partners, while identifying and cultivating new opportunities across targeted market segments. - Partner with Product Management and Marketing to translate customer feedback and market insights into actionable strategies for product development and promotion. - Provide technical support and product training to customers to ensure correct application and differentiation of Polymer & Profiles offerings. - Collaborate and coordinate with engineering, operations, R&D teams as needed for any additional technical assistance, including processing guidance regarding Acrylic Polymers. - Coordinate field/site visits with 3rd party molders/extruders as seen fit. - Act as a liaison between the customer and internal teams including Operations, Customer Service, and Supply Chain to ensure seamless fulfillment, service, and communication. - Monitor and report on regional sales performance, forecasts, pricing trends, and competitive activity to inform strategic decision-making. - Promote the advantages of Plaskolite’s bundled product offering and integrated value proposition across customer accounts. - Collaborate cross-functionally to ensure consistency in service and execution, aligned with the ‘One Plaskolite’ culture and core values. - Participate in industry events, trade shows, and customer meetings to reinforce brand visibility and strengthen market position. - Assess customer/targets needs and requests to identify the correct product solution, and work with internal support teams to develop relevant quotations for such products and/or services. - Responsible for daily/weekly documentation of customer visits/meetings, trade show visits/events, utilizing Salesforce CRM system. - Daily/Weekly tracking and entry of all commercial opportunities within Polymer and Profiles utilizing Salesforce CRM system. - Responsible for negotiating/executing supply contracts and in coordination with support from the General Manager. - All other duties as assigned. Benefits - Sign-On Bonus - Health Insurance - 401(k) and Employer Contribution - Paid Time Off - Paid Holidays - Dental Insurance - Vision Insurance - Life Insurance - Employee Discount Program - Tuition Reimbursement - Voluntary Life Insurance

United States
$110K - $160K / year
Devoted Health logo

Broker Manager

Devoted Health

Our mission: to dramatically improve the health & well-being of older Americans by caring for everyone like family

Manager6 days ago
Full TimeRemoteTeam 1,001-5,000Since 2017H1B No Sponsor

• Must be located somewhere between the Philadelphia and Harrisburg areas • As the Broker Manager you will be responsible for the success, engagement and production of our independent agents. • You will work closely with Operations and field sales management to ensure the brokers have clear line of sight to Devoted's mission and the plan for growth. • Executing the plan created by the team for the market's brokers • Analyzes reports and providing a plan of action for increased production • Providing real time feedback from the field brokers. • Training for brokers both classroom and field • Influence brokers to sell more by positioning our product and promoting our brand • Responsible for a territory, manage contacts • Execute on market / region sales goals and objectives (sales events, training, etc) • Meet or exceed sales objectives through broker channel • Meet with brokers and agencies to build relationships and promote our brand • Responsible for reporting their daily activities to ensure alignment with creating incremental sales consistent with market goals • Adheres to and maintains current understanding of compliance requirements and organizational policies & procedures • Coordinates effectively with local sales team

Pennsylvania
$75K - $85K / year
Circle K logo

District Manager

Circle K

Our mission is to make our customers'​ lives a little easier every day ­| Growing Together

Manager6 days ago
Full TimeRemoteTeam 10,001+Since 1951H1B Sponsor

• The successful candidate will be responsible for overseeing the efficient and profitable operation of approximately 10-15 stores. • Act as a liaison between stores and Support Office working in partnership with Market Managers, Corporate Store Managers, and Business Partners. • Support a group of store operators on all aspects of store operations including controls, promotional activity, community involvements, store inspections and overall performance. • Prioritize customer service, engagement and resolve escalated customer concerns. • Conduct market meetings, deliver training initiatives and inform store operators of directives. • Supervise store operations, housekeeping, stock levels, and enforce corporate policies and procedures. • Monitor sales, competitive pricing, sales incentives and promotional programs. • Execute all security, mystery shop, as well as health and safety programs. • Comply with all company standards and adhere to government legislation. • Actively participate in recruitment, selection and development of store operators and corporate managers. • Minimize loss prevention by enforcing inventory control, levels, turns and theft investigation. • Responsible for P&L, top line sales achievement and contract execution. • Communicate all required information and reports through proper channels. • Contact and control outside services, as required. Follow merchandising programs, store sets, and participate in store renovations. Any special projects, as directed.

Canada
$55K - $65K / year
Full TimeRemoteTeam 10,001+Since 1863H1B No Sponsor

• Develops profitable new business account relationships and increases profitability from existing accounts • Identifies business opportunities based on knowledge of clients, markets, products, and services • Makes sales presentations to existing and prospective clients informing them of benefits of using the organization's products and services • Implements and maintains an effective referral network and call program to promote sales

Minnesota
$70.6K - $86.2K / year