Member Success Manager

Job description

About Collective: Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork. Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft. About the role: As a Member Success Manager at Collective, you are the business owner of your book. Roughly 400 solo entrepreneurs rely on you as their trusted advisor and main point of contact. You're the client-facing representation of our team and our brand. We're looking for people who truly care about helping solopreneurs build the businesses they're betting their livelihoods on. This is a proactive role, not a reactive one. You won't just be responding to tickets. You'll be working your book like a portfolio. Knowing who's at risk before they ask, spotting the members ready for the next step, and showing up early instead of late. The members you serve deserve someone in their corner before something goes wrong, and you'll be measured on whether you deliver that. You'll be exposed to a wide variety of scenarios that require resourcefulness and judgment. No two days will be the same, but the work is genuinely rewarding. You are a key advisor to our entrepreneurs, and the difference you make in their year, financially and operationally, is real. Please note: You are expected to be online and available for members 9am-5pm Pacific Time hours. What you'll do: Manage and Grow Your Book of Business - Manage a portfolio of approximately 400 members as their dedicated success manager. - Build strong relationships and proactively engage members based on their goals, risks, and opportunities. - Provide year-round support and guidance tailored to each member’s financial and business needs. - Identify at-risk members and expansion opportunities, driving retention and growth within your book. Advise Members on Tax and Business Operations - Educate members on S Corporations, tax strategy, reasonable salary decisions, and how Collective works end-to-end. - Guide members through quarterly check-ins, estimated taxes, and ongoing business operations. - Support members with questions related to tax, accounting, payroll, and business management. Deliver Exceptional Member Experience - Respond to member inquiries within established service-level expectations. - Actively manage and resolve member requests, escalating when appropriate. - Conduct proactive member calls and check-ins to provide strategic guidance and support. - Follow up on member feedback and surface actionable insights to internal teams. Stay Organized and Collaborate Cross-Functionally - Maintain accurate documentation across Salesforce and internal systems. - Complete assigned tasks and workflows in a timely manner. - Partner cross-functionally to advocate for members and improve the overall experience. - Build trust through clear, professional communication across email, phone, and video. What you'll bring: - 2+ years of tax, accounting, or related client-facing experience. - Strong understanding of S Corporations, small business tax strategy, and ongoing client relationship management. - Familiarity with bookkeeping, payroll, CRM, and workflow tools such as Xero, QBO, Gusto, Salesforce, Slack, and Google Workspace. - Highly organized, proactive, and comfortable managing a large book of business in a fast-paced environment. - Strong written and verbal communication skills with the ability to explain complex topics clearly. - Resourceful, adaptable, collaborative, and detail-oriented, with a passion for helping entrepreneurs succeed. What we offer: - Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule. - Health & Wellness: $200 quarterly reimbursement to support your well-being. - Fresh Lunch: Provided on in-office days for those in a hybrid schedule. - Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule. - Health & Wellness: $200 quarterly reimbursement to support your well-being. - Time Off: Flexible PTO plus 14 company holidays. - Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents. - Parental Leave: 16 weeks fully paid. - Retirement & Ownership: 401k plan plus an equity package. - Team Connection: Quarterly virtual events and an annual in-person summit. #LI-Remote