Member Services Manager

Position:      Membership Services Manager

Location:      New York, NY (Mostly Remote)

Salary:          $75K-$85K + Bonus + Incentives

Growing Non-Profit trade organization seeks a Member Services Manager to join their team

Responsibilities:

• Serve as the primary relationship manager for a portfolio of U.S. members (Account Management).
• Develop structured engagement plans to support retention and multi-year growth.
• Identify expansion opportunities within assigned accounts for all digital products, services & training
• Monitor engagement KPIs and proactively address risk of churn.
• Lead onboarding for new members, ensuring rapid activation and program alignment.
• Deliver orientation sessions introducing benefits, working groups, standards, and education programs.
• Establish three-year engagement roadmaps for strategic accounts.
• Conduct regular engagement reviews with member stakeholders.
• Capture business priorities, regulatory drivers, and innovation initiatives.
• Translate member feedback into actionable insights for internal teams.
• Encourage and facilitate participation in forums, working groups, and regional events.
• Partner with internal teams to ensure programming aligns with industry priorities.
• Support bespoke or member-led collaborative initiatives.
• Promote education, certification, and standards programs.
• Identify opportunities for increased adoption across member organizations.
• Leverage CRM (Salesforce) to track engagement, usage, and growth indicators.
• Analyze trends and engagement data to inform proactive outreach strategies.
• Research members activities and priorities to leverage growth.
• Act as an escalation point for member issues.
• Coordinate internally to ensure timely and effective resolution.
• Continuously improve member support processes.
• Partner with Sales on renewals and expansion.
• Collaborate with Marketing on targeted communications.
• Work with Product and Standards teams to align offerings with member needs.

Qualifications

• Bachelor's degree required
• 5+ years’ experience in account management, customer engagement, member services, client success, or relationship management.
• SalesForce (or comparable CRM Software experience preferred
• Experience or familiarity of AI, data management, financial services, technology, regulatory, analytics, digital transformation, standards or engineering environments preferred.
• Exceptional communication, interpersonal, problem-solving skills and a customer-centric mindset.
• Ability to travel when required (5%-10%)