Own the end-to-end member lifecycle from post-enrollment through renewal, ensuring members consistently experience and recognize the value of Pavilion.
Monitor and manage member health and engagement signals , proactively identifying risk and opportunity across the member journey and developing appropriate interventions.
Drive retention and renewals through value-based conversations
Act as a trusted partner and advisor to members , connecting them to relevant peers, programs, and experiences.
Capture and synthesize member feedback to serve as an internal advocate for our members and inform improvements across onboarding, programming, and lifecycle experience.
Contribute to developing scalable success practices and playbooks as Pavilion grows.

3+ years of experience in Customer or Member Success, Account Management, or Renewals at a subscription business
Proven experience owning renewals and retention outcomes
Strong communication skills and comfort engaging with an executive-level audience
Ability to balance high-touch relationships with operational discipline across a sizable book of business
Highly organized and comfortable operating in a fast-moving, startup environment where there isn’t always an existing playbook.

Flexible remote environment built on collaboration, accountability and kindness
Ability to positively influence and impact the lives of our members throughout the globe by enabling professional and personal development
Join a mission-driven organization that prioritizes the professional growth of its members above all
Engage with some of the brightest minds in various industries and gain insights that can propel your own career forward
Enjoy the flexibility of remote work along with the opportunity to develop new skills and advance within the company

Member Success Manager

Key skills