Manager, Member Success

About the RoleReporting 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 ResponsibilitiesBuild and maintain meaningful one-on-one relationships with executive members, serving as their primary point of contact and trusted resource within Health EvolutionDevelop and manage a best-in-class member onboarding experienceManage reporting of KPIs to track member benefit utilization, program engagement, and overall health of the membershipDevelop a deep understanding of each member's priorities and interests to deliver personalized program recommendations and connectionsLead membership retention strategy, identifying at-risk members early and executing proactive outreach to drive renewal and long-term participationPartner cross-functionally to shape and continuously elevate the member experience across all touchpoints throughout the program yearContinuously refine member support processes and service standards to improve response times, resolution quality, and overall member satisfactionResolve membership and event-related inquiries with urgency and professionalism, ensuring every interaction reinforces trust and confidence in Health EvolutionServe as a knowledgeable, responsive resource for members across all Health Evolution products and programs, delivering support that reflects the caliber of our executive audienceServe as the internal voice of the member, sharing insights and trends with leadership to shape strategy and product offeringsConduct regular proactive touchpoints (check-ins, calls, surveys) to understand member goals, gather feedback, and identify opportunities to deepen engagementIdentify opportunities to expand member engagement, including upsell or referral opportunities where appropriate