Member Success Representative

Job Summary

To support member engagement, the remote Member Success Representative will manage member inquiries, facilitate onboarding, and ensure account retention while providing guidance on the SPINS IX-ONE Platform.

Key responsibilities

• Serve as the primary contact for member inquiries, managing cases from outreach to resolution
• Guide new members through onboarding and educate them on platform resources and product submission requirements
• Support membership renewals by communicating pricing and service details while addressing billing and account questions

Required qualifications

• 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Ability to navigate difficult customer conversations with professionalism and confidence
• Strong organizational skills to manage multiple accounts and follow-ups simultaneously
• Experience with CRM platforms and maintaining accurate documentation
• Comfortable working independently in a remote environment while collaborating with internal teams