Responsibilities

We are hiring a Director of Member Success to own the member relationship from the second year forward.
Here is how that works at 3i. A Regional Director brings a member into the community and stays with them through their first year, helping them get up to speed and take advantage of being part of the group. After that first renewal, the relationship moves to you. That represents roughly two thirds of our members today, and it's the foundation the community is built on.
You own their engagement, retention, and renewal from year two on, and you own member communications across the full lifecycle. You will also help shape how we welcome new members during onboarding. Your perspective on what keeps members engaged will help inform how that first year is designed.
Members who love 3i tend to bring people with them, and part of your job is making that easy. Your goal is to help drive new member referrals and keep growing the community.
3i has grown quickly, and the community has reached the point where member success deserves a dedicated function and a dedicated leader. You will have the resources to build it the way you think it should be built, and to hire the team that runs it.
How We Think About Member Success
3i runs 450 events a year and the community is very active IRL and online. The members who come to everything already know what their membership is worth.
This role exists for the member who joined with real intent and has not yet found their way in. They have not been in a deal yet. There was an event near them last month and they could not make it. There are three members in this community who would make the whole thing obvious for them, and nobody has made that introduction. Finding those members early, and changing that, is the work.
What You'll Be Responsible For
Engagement, retention, and renewal for the members in year two and beyond. Coverage is pooled rather than one to one, so the team can spend its time where it matters most.
Partnering with the Regional Director team on how members transition into your care after their first year, in a way that feels seamless from the member's side.
Building the member health score. This is greenfield. You will define the inputs, the logic, and how the team uses it to spot members who need attention well before a renewal is in question.

Director, Member Success at 3imembers · LumiJobs

Director, Member Success

Responsibilities

Qualification

Required

Benefits

Company

3imembers

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