Director, Member Success

Job description

About 3i 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. Head of Member Success – New York 3i is seeking a Head of Member Success to lead the full post-sale member lifecycle – from onboarding and activation through engagement, retention, and renewal. This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function. You will partner closely with Executive Directors, Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalized but scalable member experience. Success in this role is defined by member retention, engagement, activation, and overall member satisfaction and quality. Responsibilities - The full post-sale member journey across onboarding, activation, engagement, and renewal - The “100-Day Path to Renewal”: the touchpoints, interventions, and escalations that secure long-term loyalty - Retention forecasting and the save desk: terms, escalation paths, and intervention playbooks for at-risk renewals - Member Health Score operationalization, in partnership with Revenue Operations - High-stakes member situations – Code of Conduct, pricing disputes, sensitive cases requiring senior judgment - Referral generation: turning the most engaged members into structured advocates Success - ICP renewal rate with cohort-level predictability - Time-to-first-value for all new members - Renewals confidently called green or red 90 days out - Measurable lift in referral generation from existing members About You - 6-9+ years in customer success, membership, client services, or relationship management leadership - Experience in high-touch environments: private client services, investor networks, advisory businesses, or premium membership organizations - Strong operator: data-informed approach to member health, retention, and forecasting - Strong coach who raises the floor of the team and develops talent - High agency: willing to write the playbooks, handle executive escalations, and personally save key renewals to build the system - Member-centric mindset with close attention to detail and experience quality Why Join 3i - Help shape the future of a highly curated investor network - Lead a critical function focused on long-term member value creation - Work alongside founders, operators, and investors in a high-growth environment - Build scalable systems that improve both member experience and business performance - Opportunity to help define what modern membership success looks like