Manager, Member Success

Company Description

Health Evolution is a catalyst for positive change in health care. We convene the most influential cross-sector health care chief executives to inspire creative solutions for making our health system more accessible, equitable, effective, and personalized. Through our exclusive programs, we deepen your network to stimulate critical thinking, develop new insights, and facilitate individual and collective action.

The selected candidate will join a fully remote, dynamic team that is responsible for attracting and engaging executive-level audiences across Health Evolution’s range of in-person and virtual events and initiatives. Health Evolution convenes several dozen virtual meetings and two, large in-person events each year:

The Health Evolution Forum: The Forum is a peer-to-peer collaboration among leaders across health care sectors focused on driving near-term impact.

Summit: The largest, most influential gathering of health care CEOs in America, which convenes each April in Dana Point, CA.

Connect: A gathering of CEOs and C-suite officers focused on implementing transformational strategies, which convenes each September in Nashville, TN.

Job Description

About the Role

Reporting to the VP, Marketing and Operations, the Member Success Manager serves as the operational leader for Health Evolution’s executive members. This person will ensure our member’s success and continued participation in Health Evolution’s convenings. This person will have outstanding communication, organizational and problem-solving skills along with a passion for ensuring a white glove member experience.

Primary Job Responsibilities

Build and maintain meaningful one-on-one relationships with executive members, serving as their primary point of contact and trusted resource within Health Evolution

Develop and manage a best-in-class member onboarding experience

Manage reporting of KPIs to track member benefit utilization, program engagement, and overall health of the membership

Develop a deep understanding of each member's priorities and interests to deliver personalized program recommendations and connections

Lead membership retention strategy, identifying at-risk members early and executing proactive outreach to drive renewal and long-term participation

Partner cross-functionally to shape and continuously elevate the member experience across all touchpoints throughout the program year

Continuously refine member support processes and service standards to improve response times, resolution quality, and overall member satisfaction

Resolve membership and event-related inquiries with urgency and professionalism, ensuring every interaction reinforces trust and confidence in Health Evolution

Serve as a knowledgeable, responsive resource for members across all Health Evolution products and programs, delivering support that reflects the caliber of our executive audience

Serve as the internal voice of the member, sharing insights and trends with leadership to shape strategy and product offerings

Conduct regular proactive touchpoints (check-ins, calls, surveys) to understand member goals, gather feedback, and identify opportunities to deepen engagement

Identify opportunities to member engagement, including upsell or referral opportunities where appropriate

Qualifications

Bachelor’s degree

4 or more years of work experience in a professional customer success or support role

Demonstrated proficiency in Salesforce, Microsoft Word, Excel, and PowerPoint; advanced Excel skills greatly appreciated

Demonstrated ability to communicate effectively with executives and colleagues

Strong analytical skills

Ability to work independently, but collaboratively in a remote environment

Demonstrated curiosity in our healthcare system and the people who make it better

Additional Information

Benefits

Ability to work remotely

Competitive compensation

Competitive, comprehensive health care coverage

Flexible paid time off

401k w/company match