Member Success Manager

Member Success Manager Location: Remote Hiring Manager: VP of Sales & Success 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. 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. Role Overview: 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. 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. Responsibilities: Own the end-to-end member lifecycle from post-enrollment through renewal, ensuring members consistently experience and recognize the value of Pavilion. Monitor and manage member health and engagement signals, proactively identifying risk and opportunity across the member journey and developing appropriate interventions. Drive retention and renewals through value-based conversations Act as a trusted partner and advisor to members, connecting them to relevant peers, programs, and experiences. Capture and synthesize member feedback to serve as an internal advocate for our members and inform improvements across onboarding, programming, and lifecycle experience. Contribute to developing scalable success practices and playbooks as Pavilion grows. What success looks like: Gross Revenue Retention (GRR) and renewal rates across your managed member portfolio meet or exceed benchmarks Positive member NPS / satisfaction scores and qualitative advocacy signals (such as referrals) Scalable success processes that reduce manual effort while maintaining a high-touch experience Qualifications: 3+ years of experience in Customer or Member Success, Account Management, or Renewals at a subscription business Proven experience owning renewals and retention outcomes Strong communication skills and comfort engaging with an executive-level audience Ability to balance high-touch relationships with operational discipline across a sizable book of business Highly organized and comfortable operating in a fast-moving, startup environment where there isn’t always an existing playbook. Why Pavilion Supportive and kind environment that supports remote employees Work within a supportive, nurturing environment that values kindness and collaborative effort Ability to positively influence and impact the lives of our members throughout the globe by enabling professional and personal development Join a mission-driven organization that prioritizes the professional growth of its members above all Engage with some of the brightest minds in various industries and gain insights that can propel your own career forward Enjoy the flexibility of remote work along with the opportunity to develop new skills and advance within the company 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