Member Service Director

About the JobRole Overview

We're hiring a Member Service Director (MSD) to own the member experience for a highly curated community of accomplished founders and business leaders.

Once a founder joins the community, the Member Service Director becomes the primary steward of that relationship. You'll develop a deep understanding of what each member is building, what they're trying to accomplish, who they should meet, and how the community can create meaningful value for them.

This is not a traditional customer support or event management role. You'll act as a strategic relationship partner to founders and senior executives, turning a network of accomplished business leaders into valuable working relationships, collaborations, and opportunities.

You'll own the membership journey from onboarding through long-term engagement and annual renewal, ensuring that Chapter meetings, Strategy Sessions, One-on-Ones, Peer Exchanges, and other interactions consistently deliver a premium experience.

The ideal candidate has significant experience in client services, executive relationship management, membership, or community building and is comfortable developing trusted relationships with high-profile founders, business owners, and C-suite executives.

Key ResponsibilitiesMember Experience & Relationship Management

• Own the end-to-end member lifecycle, including onboarding, integration, ongoing engagement, and renewal
• Develop a strong understanding of each member's business, priorities, challenges, and goals
• Adjust the level of hands-on involvement based on each member's engagement level and needs
• Identify and facilitate valuable introductions, resources, knowledge-sharing opportunities, and strategic connections
• Serve as a trusted point of contact and extension of each member's team
• Track member feedback and proactively address opportunities to strengthen the member experience
• Maintain a high level of discretion, trust, and professionalism across all member interactions

Chapter Management & Facilitation

• Partner with Chapter leadership to moderate approximately eight Chapter meetings per year
• Facilitate structured working sessions designed to create meaningful business value rather than traditional networking
• Lead private Strategy Sessions with members to understand their goals and prioritize valuable relationships
• Broker monthly One-on-Ones by thoughtfully matching members and preparing both parties for productive conversations
• Facilitate Peer Exchanges and member-to-member working sessions between scheduled meetings
• Confidently facilitate conversations among accomplished founders and hold members accountable to agreed-upon actions
• Ensure premium execution across venues, materials, communications, and logistics for every gathering

Community Building & Value Creation

• Build long-term relationships that extend beyond transactional membership
• Identify opportunities for members to collaborate through joint ventures, strategic partnerships, knowledge sharing, co-investments, and other opportunities
• Connect members based on complementary goals, expertise, resources, and business needs
• Develop a genuine working understanding of member businesses across multiple industries
• Generate prospective member introductions through trusted relationships with existing members
• Partner with the Member Development team to ensure referrals align with the profile of members the community is seeking

Operational Excellence

• Maintain accurate member profiles, relationship intelligence, engagement activity, and follow-up records in HubSpot
• Partner closely with Member Development and New York leadership to maintain alignment across recruitment, onboarding, and member service
• Track commitments, introductions, follow-ups, and member priorities to ensure nothing falls through the cracks
• Develop playbooks, templates, workflows, and processes that allow the organization to scale a consistently high-quality member experience
• Use member engagement data and feedback to identify opportunities for continuous improvement

Key Metrics of Success

• Engagement: Percentage of members actively participating in Chapter meetings, Strategy Sessions, One-on-Ones, Peer Exchanges, dinners, breakfasts, and cross-Chapter events
• Satisfaction: Member NPS and qualitative member feedback
• Retention: Annual membership renewal rate and upgrades across engagement levels
• Value Creation: Documented collaborations, strategic partnerships, alliances, introductions, and other outcomes generated through the community
• Operational Excellence: Quality and timeliness of member communications, event execution, follow-through, and CRM accuracy

Required Experience

• 7+ years of experience in client services, member engagement, community management, executive relationship management, or a similar high-touch role
• Experience building and managing relationships with senior executives, founders, business owners, or other high-level stakeholders
• Strong relationship-building skills with high emotional intelligence and executive presence
• Demonstrated ability to facilitate conversations and confidently engage groups of senior leaders
• Strong organizational and program management skills
• Experience managing high-touch experiences, programs, meetings, or gatherings where execution and attention to detail are critical
• Excellent written and verbal communication skills
• Ability to manage multiple member relationships, priorities, introductions, and follow-ups simultaneously
• Strong judgment and discretion when handling confidential or sensitive information
• Experience using CRM and modern collaboration tools to manage relationships, workflows, and follow-up

Preferred Qualifications

• Experience working with founders, entrepreneurs, investors, high-net-worth individuals, or executive membership communities
• Experience managing a portfolio of high-value client or member relationships
• Experience driving member or client engagement, retention, and renewals
• Entrepreneurial and commercially minded approach to relationship management
• Experience identifying strategic introductions, partnerships, or business opportunities between clients or members
• Familiarity with HubSpot, Slack, Google Workspace, Zoom, Fireflies, Monday.com, Claude, or comparable platforms
• Experience working in a startup, high-growth company, professional network, executive community, or membership organization

Who You Are

• Relationship-Oriented: You genuinely enjoy understanding what people are building, what they need, and how the right relationship can help them move forward.
• Strategic: You don't make introductions simply because two people should "network." You understand both sides, identify why a conversation should happen, and help create the conditions for something valuable to come from it
• Executive-Level Communicator: You're comfortable working directly with accomplished founders, business owners, and C-suite executives and can communicate with clarity, warmth, and credibility
• Proactive: You take ownership of your members without waiting to be asked. You track what you own, identify problems early, and follow through
• Highly Organized: You can manage dozens of relationships, conversations, introductions, commitments, and follow-ups without allowing important details to get lost
• Confident Facilitator: You can command a room of accomplished founders, guide productive conversations, and hold people accountable while maintaining trust and respect
• Discreet: You understand that confidentiality is fundamental to building trusted executive relationships. What is discussed privately stays private
• Detail-Oriented: You care about the small details because you understand that they contribute to a premium member experience
• Adaptable: You're comfortable learning new systems and technology and can quickly become proficient with the tools necessary to manage the member experience

Role Details

• Location: New York City
• Work Arrangement: Hybrid
• In-Office Expectation: Approximately 4 days per week
• Employment: Full-time

Compensation & Benefits

• Base Salary: $145,000-$165,000
• Performance-based bonus
• Medical, dental, and vision insurance beginning on day one
• 401(k)
• Flexible PTO
• Paid holidays
• Opportunity to help shape and scale a category-defining membership platform