Member Services Manager

Membership Services ManagerLocation: New York, NY (Fully Remote)Salary: $65K $80K + Bonus + IncentivesGrowing non-profit trade organization seeks a Member Services Manager to join their teamResponsibilities:Serve as the primary relationship manager for a portfolio of U.S. members (Account Management).Develop structured engagement plans to support retention and multi-year growth.Identify expansion opportunities within assigned accounts for all digital products, services & trainingMonitor engagement KPIs and proactively address risk of churn.Lead onboarding for new members, ensuring rapid activation and program alignment.Deliver orientation sessions introducing benefits, working groups, standards, and education programs.Establish three-year engagement roadmaps for strategic accounts.Conduct regular engagement reviews with member stakeholders.Capture business priorities, regulatory drivers, and innovation initiatives.Translate member feedback into actionable insights for internal teams.Encourage and facilitate participation in forums, working groups, and regional events.Partner with internal teams to ensure programming aligns with industry priorities.Support bespoke or member-led collaborative initiatives.Promote education, certification, and standards programs.Identify opportunities for increased adoption across member organizations.Leverage CRM (Salesforce) to track engagement, usage, and growth indicators.Analyze trends and engagement data to inform proactive outreach strategies.Research members activities and priorities to leverage growth.Act as an escalation point for member issues.Coordinate internally to ensure timely and effective resolution.Continuously improve member support processes.Partner with Sales on renewals and expansion.Collaborate with Marketing on targeted communications.Work with Product and Standards teams to align offerings with member needs.Qualifications:Bachelor's degree required5+ years' experience in account management, customer engagement, member services, client success, or relationship management.SalesForce (or comparable CRM Software experience preferred)Experience or familiarity of data management, financial services, technology, regulatory, analytics, digital transformation, standards or engineering environments preferred.Exceptional communication, interpersonal, problem-solving skills and a customer-centric mindset.