Member Success Manager

Job description

At Range, we’re building towards a world where anyone can live the financial life they imagine for themselves. If that sounds like a mission you want to be a part of, let’s create it together. We’re building AI-powered wealth management. Investments, taxes, retirement, estate planning, all in one platform instead of scattered across different advisors and apps. We're backed by Google's Gradient Ventures, Cathay Innovation, Scale Venture Partners, and more. We’re growing fast while still small enough that everyone's work is visible and impactful. ABOUT THE ROLE We are looking for a Member Success Manager to join Range, who will lead outreach and engagement efforts with our members. Key aspects of the role include building relationships, gathering feedback on product usage, and driving initiatives to increase retention and long-term engagement. You will be the voice of our members internally, helping translate their needs, pain points, and feedback into actionable insights for product, operations, and customer-facing teams. This is a hands-on, high-impact position at the intersection of member engagement, feedback collection, and retention strategy. We're excited to hire this role at Range's Headquarters in McLean, VA. All of our positions follow an in-office schedule Monday through Friday, allowing you to collaborate directly with your team. If you're not currently based in the area, but love what you see, let’s discuss relocation as part of your journey to joining us. WHAT YOU’LL DO WITH US - Conduct proactive outreach to members (via email, phone calls, in-app messages, or other communication channels) to engage them, understand how they’re using Range, and encourage deeper engagement. - Collect qualitative and quantitative feedback on product functionality, usability, and overall member experience — for example, via surveys, interviews, or feedback sessions. - Analyze feedback and engagement data to identify patterns, pain points, and opportunities for improving the product and member journey. - Collaborate cross-functionally with Product, Engineering, and Support teams to ensure feedback leads to actionable improvements. - Develop and implement member engagement and retention campaigns (onboarding follow-ups, check-ins, re-engagement campaigns, loyalty/advocacy programs, etc.). - Define and track key member-experience metrics (e.g., retention rate, engagement frequency, satisfaction scores) and report on those to leadership. - Serve as an internal advocate for members — representing the “voice of the member” in product discussions, roadmap planning, and feature prioritization. - Help design and maintain feedback loops: regular member check-ins, surveys, focus groups, or other mechanisms to surface member sentiment over time. WHAT WILL SET YOU APART - 5+ years of experience in customer experience, customer success, member engagement, or a similar role (ideally in a fintech, SaaS, or membership-based business). - BS or BA from a leading university - Strong communication skills — able to engage members with empathy, build rapport, and elicit honest feedback. - Analytical mindset: comfortable working with both qualitative and quantitative data to detect trends, draw insights, and make recommendations. - Cross-functional collaboration skills: able to work across Product, Engineering, and Support to translate insights into action. - Experience with feedback collection and member journey mapping (surveys, interviews, feedback mechanisms, journey maps, retention initiatives). - A member-centric mindset: you care deeply about understanding members’ needs, and you believe in shaping the product and experience around them. BENEFITS - Health & Wellness: 100% employer-covered medical insurance for employees (75% for dependents), plus dental and vision coverage - 401(k): Retirement savings program to support your future - Paid Time Off: Dedicated time to reset and recharge plus most federal holidays - Parental Leave: Comprehensive leave policy for growing families - Meals: Select meals covered throughout the week - Fitness: Monthly movement stipend - Equity & Career Growth: Early exercise eligibility and a strong focus on professional development - Annual Compensation Reviews: Salary and equity refreshes based on performance - Boomerang Program: After two years at Range, you can take time away to start your own company. We’ll hold your spot for 6 months - and pause your equity vesting, which resumes if you return Range is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. As a company, we are committed to designing products, building a culture, and supporting a team that reflects the diverse population we serve.