Customer Success Manager

Inflection Club is a private investor club that provides its members access to exclusive private-market opportunities in AI, robotics, longevity, and infrastructure. The Customer Success Manager will be responsible for owning the post-onboarding member experience, focusing on member retention, satisfaction, and engagement as the club grows.

Responsibilities:

• Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot
• Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling
• Maintain a clear, professional, trustworthy voice consistent with the club's positioning - these are accredited, sophisticated investors
• Drive renewals and tier upgrades (Council Member → Principal → Chairman) through proactive relationship management
• Proactively engage members across the lifecycle - post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recap
• Drive Roundtable attendance and participation (12 calls/year is the official member-call cadence)
• Test and refine engagement playbooks; work with the team to systematize what works
• Define and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signal
• Spot at-risk members early - flag stalled engagement, missed Roundtables, unanswered deal materials - and re-engage before renewal risk crystallizes
• Move members up the engagement ladder and tier ladder over time
• Become the operator-level expert on the club's HubSpot instance
• Maintain the member access-fee ledger and any successor systems for revenue tracking
• Define and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-deal
• Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline
• Collaborate with the team on tooling, process, and member-facing initiatives
• Help build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member base
• Take on adjacent admin and ops work as needed - this is a small team, hands-on role

Requirements:

• 2–6 years in Customer Success
• Strong understanding of subscription economics
• Proven experience reducing churn and increasing LTV
• Highly analytical and comfortable working with raw data
• Experience building dashboards and interpreting cohort analysis
• AI-native - actively using AI to improve output
• Comfortable building systems from zero
• Strong written communication
• Experience working across multiple product lines
• Fintech / Crypto / Web3 experience
• Experience with HubSpot, PostHog, Whop, Circle
• Experience building Customer Health Index models
• Experience reconciling messy data across tools
• Experience in multi-product SaaS environments