Member Success Manager
Posted 2025-04-06POSITION: Member Success Manager
COMPANY: Med School For Moms...
REPORTING TO: CEO & Director of Operations
STATUS: Contractor
AVAILABILITY: Approx 15-20 hours per week with room for growth
LOCATION: Remote (Business is in MST/PST time zone)
START DATE: Mid-End of September
APPLICATIONS ACCEPTED THROUGH: August 23rd
WHO WE ARE
Med School For Moms, founded by Dr. Elana Roumell, ND, helps moms make confident decisions about their familyÂs health & well-being and provides online education so they can become a Doctor Mom. Learn more about Dr. ElanaÂs teachings here on her Instagram account.
POSITION OVERVIEW
The Member Success ManagerÂs primary responsibility is supporting and encouraging our customers in their journey to become a Doctor Mom in our membership by offering guidance, compassion, and encouragement, while also actively working to increase engagement. The ideal candidate will be passionate about engaging with people and supporting others every day. They are energized, not drained, by interacting with others online.
The Member Success Manager is the bridge between our team and our community of 2,000+ members. They are responsible for helping our customers make massive progress within our membership by connecting them to the right resources and people.
You will be responsible for helping to maintain our membership culture, encouraging member engagement, providing additional accountability to members and working with the company founders and team to deliver an exceptional member experience that aids in getting our members the best results possible.
Everything we do at Med School For Moms is centered around helping our members to feel less anxious, feel supported and know they are not alone in the journey of motherhood. We need a natural communicator and cheerleader to ensure they are getting the most from our membership community. Applicants need exceptional communication skills, both verbal and written.
Previous experience in community management or online memberships is preferred but not necessary.
 *Must be based in the US or Canada and available to occasionally work in the evenings**
RESPONSIBILITIES
? Regular engagement with our community through various communication channels including email, social media, live calls, and more
? Welcome new members including sending personal welcome videos
? Creating regular engagement prompts to encourage discussion within our members forum
? Hosting and facilitating group member calls
? Know and understand our membership content so you can direct members towards useful content and answers to their challenges where needed
? Support in keeping membership content up to date
? Track and monitor key metrics that indicate the health of our programs and communities
? Stay tuned into the tone and needs of our communities, suggesting adjustments when necessary
? Working with Director of Operations to organize community events
? Coordinate and ensure timely and effective communication of content within the membership
? Implement effective onboarding strategies for the membership
? Motivate and encourage customers to reach their goals
? Offer compassion as customers endure challenging times
? Protect and amplify our communityÂs unique culture
? Filter and organize content-related questions from community
? Collect, organize, and recommend customer stories to be leveraged in communities, marketing, podcasts, and more
? Plan and implement regular surveys to better understand our customers
? Keep our communities updated on the latest information through social channels, email communication, and more
? Support project implementation through tools such as Teamwork, Google Drive, and Slack
? Assist the customer support team in responding to customer needs via designated support channels when necessary
? Work with Director of Operations to leverage skills of the creative team when necessary
SPECIFIC SUCCESS CRITERIA
The Member Success Manager helps support the following key metrics:
 Membership retention rate
 Community engagement: active members, engagement rate, participation rate, and open rate
 Customer success measured through surveys and story collection
FUNCTIONAL SKILLS
 You thrive on supporting others and engaging with a wide range of people from all walks of life and diverse backgrounds
 Clear and effective oral and written communication with good grammar which ensures great communication with customers and team
 Extremely detailed-oriented as this role is a two-way communication channel with our customers
 You are confident on video and able to host and facilitate video calls
 Tech savvy to adapt to new tools required for this role and discover new tools that could improve processes and customer experience
 Tracking and interpreting data to pinpoint trends and opportunities
 Quick learner to acquire new skills and adapt to new strategies as needed
 You are able to problem solve when needed and also to identify new ideas and opportunities
 Time management to prevent overwhelm and ensure your physical, emotional, relational, and spiritual health is not neglected
 You can provide both compassion as well as firm boundaries when needed, and can identify when each is called for
 You are committed to being a part of the team and helping to ensure our members success for the long term
LEADERSHIP AND EXECUTION BEHAVIORS
 Critical Thinking - Be present new challenges that require critical thinking to solve problems
 Emotional Intelligence - This role may encounter challenging situations and even conflict within the communities and even the team. This requires thoughtful and emotionally stable responses
 Supportive - Motivate and empower students to own their results and keep moving forward
 Compassion - Lead with a balance of compassion and understanding that creates a safe environment for people to express their wins and failures
 Decisiveness - Sometimes decisions need to be made quickly to achieve desired results.
 Solution Focused - Staying positive when faced with challenges and conflict. Seeking solutions instead of freezing or complaining
 Coachable - Excited to learn new strategies, skills, and ways to do things
 Team-Oriented - Ready to work together to achieve team goals and leverage team resources through delegation where possible
CULTURAL BEHAVIORS
? Integrity - This role will be handling sensitive information, relationships, and conversations. Integrity is of the utmost importance
? Flexibility - Due to the nature of our online business, decisions and strategies can change rapidly. The right candidate will be able to adapt quickly to new initiatives
? Cooperation - Our team works together to support company goals
? Personal Responsibility - ItÂs important that the individual in this role takes personal responsibility for their own success and is able to communicate early and often when they hit roadblocks or needs more information to complete a task
? Commitment - Since this role has direct interaction with our customers, the ideal person will be committed to their success and to this role and the team long-term
PRIOR EXPERIENCE AND EDUCATION
 Must have experience using Facebook groups
 Must have prior experience working directly with people in a retail, hospitality or customer support role
 Previous experience in community management or online memberships preferred but not necessary
 Prior experience with the following tools is preferred, but not required
 Teamwork, Google Docs, Slack, Bonjoro, Zoom
Applications will be accepted through Friday, August 23rd
Apply Job!