Kitces.com · 1 day ago
Director of Member Success (Customer Success Manager)
United States
Full-time
Remote
Senior Level, Lead/Staff
$101K/yr - $116K/yrKitces.com is dedicated to helping financial advisors succeed and is seeking a Director of Member Success to enhance the member experience from purchase through ongoing engagement. This role involves leading the Member Success Team, managing member retention and satisfaction, and collaborating with various departments to optimize member journeys.
Financial Services
No H1B
Responsibilities
Lead, manage, and hold accountable the full Member Success team, including the Partnerships and Member Services functions, through structured rhythms such as weekly L10s, 1:1s, quarterly check-ins, and annual reviews, with a strong focus on coaching, development, and living our •Get Your Nerd On• core value
Plan for and support the growth of the Member Success function by identifying future capacity needs and mapping potential W-2 and contractor roles as the business scales
Own the full post-purchase member lifecycle, including retention, renewals, and thoughtful expansion across a high volume of Individual, Group, and Enterprise segments, with accountability for protecting and growing recurring revenue through member satisfaction and value realization
Develop and drive strategies that expand how members engage with Kitces by guiding them to relevant programs, bundled courses, and event opportunities that increase value beyond their core membership
Serve as the escalation point for complex Member Services or Partnership situations, exercising sound judgment to prioritize issues and support resolution while preserving primary relationship ownership with the Senior Relationship & Partnerships Manager
Serve as the •Voice of the Customer• by synthesizing insights from support tickets, usage patterns, renewals, and member feedback, and surfacing trends and opportunities to Education, Platform, Engagement, and Product teams to inform improvements to the member experience
Own member data, analytics, and reporting for the Member Success function, including analyzing renewal, churn, and satisfaction trends and optimizing member services workflows, ticket queues, automation, and Knowledge Base content to improve efficiency and reduce friction
Partner cross-functionally with Engagement, Education, Marketing, Platform, and leadership to align Member Success strategies with launches, campaigns, educational offerings, and Group/Enterprise initiatives
Actively participate in the ticket queue during spikes, serving as back up
Support in handling inbound Strategic Partnership, Large Group, and Enterprise opportunities by joining calls, helping with proposals, and ensuring all deals are tracked with transparency in the CRM for easy team collaboration
Qualification
Required
Candidates will have led, managed, and held accountable a small but high-performing team, fostering a culture of clarity, accountability, and continuous improvement
Candidates will have owned measurable results in member or customer success—showing improvement in metrics such as renewals, retention, or satisfaction
Candidates will have built or scaled processes, playbooks, or systems that improved member outcomes, documenting workflows, defining metrics, and operationalizing continuous improvement
Candidates will have successfully managed relationships with enterprise or group clients, driving engagement, renewals, and expansion through proactive communication and value realization
Candidates will have used data to identify trends and forecast performance, translating insights into clear actions and team priorities
Candidates will have examples of rolling up their sleeves as a player-coach, stepping into frontline service during high-volume periods while maintaining focus on leadership, coaching, and system-level improvements
Candidates must be legally authorized and available to work primarily within the United States
Candidates must be able to work at a computer for up to 8 hours a day and travel to attend two in-person retreats per year (January and June)
Preferred
Familiarity with professional education, membership associations, or financial services (preferred, but not required)
Benefits
$3,000 budget for additional training/skills education
$4,000 conference budget
$1,000 budget for technology hardware/software or related office materials, which starts with a company provided computer for your home work space
Paid membership in a relevant membership association and for a relevant professional designation or certification
20 days of paid time off for combined vacation + sick, plus 6 national holidays, and 2 floating holidays
Participation in company-subsidized health plan (An employee-only HSA-eligible plan is covered $100% by the company)
Company contribution of $50/month to either an HSA or FSA account
Participation in company 401(k) plan
"No meeting" Wednesdays
Company
Kitces.com
Publishers of the Nerd's Eye View blog on Kitces.com and the Financial Advisor Success podcast and the Kitces & Carl podcast The team at Kitces.com is committed to making real financial advisors better, and more successful.
Founded in 2008
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase