Member Success Manager

Key responsibilities: Monitor membership performance, including active membership base, new enrollments, retention, churn, collections, and member engagement. Lead membership growth and retention initiatives through forecasting, performance analysis, and guest behavior insights. Support annual membership price increase initiatives, including member identification, communication planning, vendor coordination, and measurement. Partner with Analytics to maintain dashboards and reporting for membership growth, churn, collections, and customer behavior. Partner with CRM and Marketing to develop segmentation, lifecycle campaigns, visit-based triggers, and personalized engagement. Create and manage membership-exclusive benefits, perks, and value-added offerings. Serve as primary business owner or relationship manager for collections partner performance and related business reviews. Coordinate with NSC, Operations, Finance, Customer Service, and other partners to improve consistency of the membership experience.