Serve as the primary point of contact for assigned members, building trusted, long-term relationships
Maintain regular, proactive outreach to understand member goals, needs, and challenges
Act as a member advocate internally, ensuring feedback and insights are shared and addressed.
Develop and execute tailored engagement plans to increase member participation and satisfaction
Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events
Identify opportunities to strengthen member connection and maximize value
Support onboarding processes to ensure new members successfully integrate and engage
Monitor member engagement levels, identifying risks and addressing concerns early
Support renewal readiness by reinforcing value and addressing barriers to continued participation
Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services
Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas
Address member questions and concerns in a timely, solutions-oriented manner

Bachelor's degree in business management, project management, or similar and at least 4 years of relevant experience in program/project management with responsibilities spanning multiple projects simultaneously.
In lieu of education, at least 6 years of relevant experience.
Strong relationship-building and interpersonal skills
Excellent communication and listening abilities
Ability to analyze engagement data and translate insights into action
Highly organized, proactive, and member-focused
Experience in member services, account management, or community engagement (non-sales focused)
Experience working with the executive-level contacts is strongly preferred
Experience or exposure to occupational safety and health roles is strongly preferred
Works independently with moderate-to-minimal guidance.

Member Success Manager

Key skills