Head of Member Success

About the Company

3i is a rapidly growing, invitation-only community of private investors sharing deals, insights, and contacts. With a focus on alternative and off-market deal flow, shared benefits, and investor services, 3i serves as a kitchen table around which highly engaged high net worth individuals can discuss and debate compelling, unexpected opportunities in emerging sectors.

Responsibilities

• Manage the full post-sale member journey across onboarding, activation, engagement, and renewal
• Execute the "100-Day Path to Renewal" through strategic touchpoints and interventions
• Oversee retention forecasting and the save desk, including escalation paths and intervention playbooks
• Operationalize Member Health Scores in partnership with Revenue Operations
• Handle high-stakes member situations including Code of Conduct issues and pricing disputes
• Drive referral generation by turning engaged members into structured advocates

Requirements

• 6-9+ years in customer success, membership, client services, or relationship management leadership
• Experience in high-touch environments such as private client services, investor networks, or premium membership organizations
• Data-informed approach to member health, retention, and forecasting
• Proven ability to coach teams and develop talent
• High agency with the ability to write playbooks and handle executive escalations
• Member-centric mindset with extreme attention to detail