Senior Member Care Specialist

Job Summary

Driving member retention and firm success, the full-time Senior Member Care Specialist will manage complex client escalations, technical product implementations, and accounts receivable recovery while working remotely.

Key responsibilities

• Serve as the primary operational contact for assigned member accounts, ensuring effective onboarding and ongoing support
• Lead new-member onboarding for the Accelerator program, monitoring cohort health and troubleshooting technical issues
• Manage accounts receivable conversations, addressing billing concerns and ensuring timely resolutions in collaboration with the A/R Manager

Required qualifications

• Proven experience in high-touch account management or client support, preferably in a membership or SaaS environment
• Strong financial literacy with the ability to navigate billing and accounts receivable conversations empathetically
• Technical fluency with HubSpot CRM and project management tools, along with a quick adaptability to new platforms
• Exceptional written and verbal communication skills for translating complex information into actionable guidance
• Detail-oriented with a proactive approach to identifying and resolving member disengagement risks