Member Success Manager

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    "description": "<p><span style=\"font-size: 14pt; font-weight: bold\">Member Success Manager </span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Location: </span><span style=\"font-size: 10pt\">Remote</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Hiring Manager: </span><span style=\"font-size: 10pt\">VP of Sales &amp; Success</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt\">Pavilion began as a bold experiment to solve a personal problem. In the early 2010s, founder Sam Jacobs realized that the higher he climbed in go-to-market leadership, the lonelier the journey became. Those peer conversations—equal parts therapy, strategy, and camaraderie—sparked a global community of GTM professionals united by shared learning and support.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">Today, Pavilion serves nearly 10,000 members worldwide with industry-leading retention and profitability. At over $10M ARR, the brand is synonymous with excellence in GTM leadership. A critical focus for our next chapter is ensuring every member realizes value early, stays deeply engaged, and chooses to renew because Pavilion is essential to their growth.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Role Overview: </span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">The Member Success Manager (MSM) at Pavilion is responsible for owning the end-to-end member experience—from post-enrollment through renewal—with a core focus on driving engagement, demonstrating value, and retaining members over time.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">This role is highly relationship-driven and outcomes-oriented. You will serve as a trusted partner to Pavilion members, helping them navigate the community, connect with the right peers and programs, and translate their participation into real professional impact. At the same time, you will bring rigor to how member health, engagement, and renewal readiness are tracked and managed.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Responsibilities:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Own the end-to-end member lifecycle</span><span style=\"font-size: 10pt\"> from post-enrollment through renewal, ensuring members consistently experience and recognize the value of Pavilion.</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Monitor and manage member health and engagement signals</span><span style=\"font-size: 10pt\">, proactively identifying risk and opportunity across the member journey and developing appropriate interventions.</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Drive retention and renewals </span><span style=\"font-size: 10pt\">through value-based conversations</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Act as a trusted partner and advisor to members</span><span style=\"font-size: 10pt\">, connecting them to relevant peers, programs, and experiences.</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Capture and synthesize member feedback </span><span style=\"font-size: 10pt\">to serve as an internal advocate for our members and inform improvements across onboarding, programming, and lifecycle experience.</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Contribute to developing scalable success practices and playbooks</span><span style=\"font-size: 10pt\"> as Pavilion grows.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\"><br>What success looks like: </span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Gross Revenue Retention (GRR) and renewal rates across your managed member portfolio meet or exceed benchmarks</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 10pt\">Positive member NPS / satisfaction scores and qualitative advocacy signals (such as referrals)</span></li>\n<li><span style=\"font-size: 10pt\">Scalable success processes that reduce manual effort while maintaining a high-touch experience</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\"><br>Qualifications: </span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">3+ years of experience in Customer or Member Success, Account Management, or Renewals at a subscription business</span></li>\n<li><span style=\"font-size: 10pt\">Proven experience owning renewals and retention outcomes</span></li>\n<li><span style=\"font-size: 10pt\">Strong communication skills and comfort engaging with an executive-level audience</span></li>\n<li><span style=\"font-size: 10pt\">Ability to balance high-touch relationships with operational discipline across a sizable book of business</span></li>\n<li><span style=\"font-size: 10pt\">Highly organized and comfortable operating in a fast-moving, startup environment where there isn’t always an existing playbook.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Why Pavilion</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Flexible remote environment built on collaboration, accountability and kindness </span></li>\n<li><span style=\"font-size: 10pt\">Ability to positively influence and impact the lives of our members throughout the globe by enabling professional and personal development</span></li>\n<li><span style=\"font-size: 10pt\">Join a mission-driven organization that prioritizes the professional growth of its members above all</span></li>\n<li><span style=\"font-size: 10pt\">Engage with some of the brightest minds in various industries and gain insights that can propel your own career forward</span></li>\n<li><span style=\"font-size: 10pt\">Enjoy the flexibility of remote work along with the opportunity to develop new skills and advance within the company</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">Pavilion is an equal opportunity employer committed to creating a diverse and inclusive workforce. We celebrate our differences and believe that they add to our company's strength. Join us in our mission to empower professionals worldwide by applying today</span></p>",
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