Member Success Manager Closed

Job Description

Save lives, from the workplace to anyplace.

The National Safety Council is America’s leading nonprofit safety advocate.  We focus on eliminating the leading causes of preventable injuries and deaths.  Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.

We are currently looking for a Member Success Manager to join us in our mission to save lives and prevent injuries.

Position Highlights:

The Member Success Manager is responsible for fostering strong, ongoing relationships with existing Networks and Campbell Institute members to drive engagement, satisfaction, and long-term retention. This role serves as a primary point of contact for members, ensuring they realize continued value from their involvement while deepening their connection to the National Safety Council programs, resources, and community. This position focuses on proactive relationship management, working to understand member needs, anticipate challenges, and deliver tailored engagement strategies that enhance the overall member experience.

The Member Success Manager partners closely with Networks team to gain an understanding of overall programming, communications, and services to deliver on member expectations and priorities. Key responsibilities include monitoring member engagement, facilitating meaningful interactions and touchpoints, gathering feedback, and identifying opportunities to improve satisfaction and retention. The role also supports onboarding, renewal readiness, and issue resolution, ensuring a seamless and positive member journey.

Through a combination of relationship-building, communication, and data-driven insights, the Member Success Manager plays a critical role in sustaining member loyalty and strengthening the overall health of the Networks and Campbell Institute. This role is focused on member engagement and retention and does not carry sales, revenue generation, or new business development responsibilities. This role will also contribute to broader program activities, strategic initiatives, and special projects as assigned.

What You’ll Own:

Networks and Campbell Institute Member Relationship Management

• Serve as the primary point of contact for assigned members, building trusted, long-term relationships
• Maintain regular, proactive outreach to understand member goals, needs, and challenges
• Act as a member advocate internally, ensuring feedback and insights are shared and addressed.

Engagement & Retention Strategy

• Develop and execute tailored engagement plans to increase member participation and satisfaction
• Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events
• Identify opportunities to strengthen member connection and maximize value

Member Experience & Journey Support

• Support onboarding processes to ensure new members successfully integrate and engage
• Monitor member engagement levels, identifying risks and addressing concerns early
• Support renewal readiness by reinforcing value and addressing barriers to continued participation

Collaboration & Alignment

• Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services
• Collaborate with internal stakeholders to coordinate resources and deliver a cohesive member experience

Feedback & Continuous Improvement

• Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas
• Provide insights to inform program development, communications, and engagement strategies

Issue Resolution

• Address member questions and concerns in a timely, solutions-oriented manner
• Coordinate with internal teams to resolve issues and ensure a positive member experience

Program & Organizational Support

• Contribute to broader program activities, strategic initiatives, and special projects as assigned

We’re Looking for Someone with:

• Bachelor’s degree in business management, project management, or similar and at least 4 years of relevant experience in program/project management with responsibilities spanning multiple projects simultaneously. In lieu of education, at least 6 years of relevant experience.
• Strong relationship-building and interpersonal skills
• Excellent communication and listening abilities
• Ability to analyze engagement data and translate insights into action
• Highly organized, proactive, and member-focused
• Experience in member services, account management, or community engagement (non-sales focused)
• Experience working with the executive-level contacts is strongly preferred
• Experience or exposure to occupational safety and health roles is strongly preferred
• Works independently with moderate-to-minimal guidance.
• This is a remote position
• Salary range is: $80,000 to $85,000

Reasons You’ll Love it here:

NSC cares about the safety, health, and overall well-being of our employees.  We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life.  We offer the following:

• At least 20 PTO days accrued 1st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b)  with employer match up to 6%
• Reimbursable training
• Dress for your day

Our hiring process is designed to give you the opportunity to shine at each step.  It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you’re a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we’ll make our final decision and let you know the outcome. This is our usual process, and we’re excited to get to know you along the way!

NSC is a Recovery-Friendly Workplace.

We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions.

NSC is an equal opportunity employer.