Senior Member Care Specialist

For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing.

This Senior Member Care Specialist role is for someone who leads with empathy, thinks critically under pressure, and brings both operational discipline and emotional intelligence to every member interaction. You'll thrive here if you're the kind of person who reads between the lines, knows how to move someone from frustration to forward momentum, and genuinely cares about seeing the people you support succeed.

You'll be the central advocate for estate planning attorneys navigating their membership journey, our managed implementation systems, and technical product stack, while also owning the accounts receivable conversations that keep our community financially healthy. You are equal parts member advocate, systems navigator, and clear communicator who isn't afraid to have direct, supportive conversations around billing, financial commitments, and difficult moments.

You should not apply if you wait to be told what to do, view accounts receivable as purely transactional debt collection, struggle with high-volume CRM management, or dislike working cross-functionally across technical, product, and coaching teams.

You’ll own the full lifecycle of assigned member accounts across our product portfolio, acting as their primary operational contact from onboarding through retention, with a specialized focus on our technical implementation platform and Accounts Receivable (A/R) support.

• Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets. Escalating to Coaching, Solutions Engineers, Product, or Web Developers when specialized follow-up is needed.

• Maintain an active account roster, proactively monitoring engagement, check-ins, and survey signals to identify at-risk members early and ensure lawyers are adopting our systems, executing retention interventions and coordinating tier upgrades, downgrades, cancellations, and reactivations with care and clarity.

• Troubleshoot access, setup, and implementation issues for members, coordinating with Operations, LBSCs, and Onboarding Specialists to keep the experience cohesive.

• Facilitate Group Coaching call support and surface member trends and friction points to drive continuous improvement across the member experience.

Accelerator is NLBM's tiered implementation program that helps Personal Family Lawyer firms put their systems into practice through our CRM system and technical product stack. Here, you will: 

• Lead new-member onboarding for Accelerator, including kickoff calls, resource orientation, and success planning alongside Solutions Engineers.

• Monitor Accelerator cohort health, proactively escalating disengagement or underperformance to Member Care leadership and Product.

• Troubleshoot access, setup, and implementation issues directly with members and Solutions Engineers; support tier transitions between Launch, Pro, and Elite.

• Act as the liaison for website and CRM technical requests (customizations, DNS connection calls, tier-based limitations) with Web Developers and other technical resources.

• Proactively build familiarity with emerging platforms and tools as NLBM's technical product suite evolves, ensuring continuity of member support. 

• Monitor assigned member accounts for failed or overdue payments, initiating supportive, timely outreach in accordance with established A/R standard operating procedures.

• Serve as the primary point of contact for members experiencing billing friction, approaching every conversation with care and a genuine commitment to resolution, and documenting all communications in HubSpot.

• Collaborate with the A/R Manager to ensure overdue accounts are resolved within defined SLAs, and contribute to ongoing improvements in the A/R pipeline and recovery process.

• Bring a solutions-oriented mindset to every billing conversation, working with members to identify sustainable paths forward while maintaining accountability to the business.

• Members on your roster feel genuinely supported, and that shows up in high active engagement and strong CSAT/NPS scores month-over-month. 

• Difficult conversations, whether around billing, disengagement, or complex transitions, are handled with care and directness, and members walk away with a clear path forward. 

• Overdue accounts are consistently resolved within established SLA timelines through clear, supportive communication and structured payment plans.

• Support tickets are triaged and resolved rapidly with clear CRM documentation and zero missed follow-ups.

• Members across supported products onboard smoothly and adopt our systems with confidence. 

• You're not just executing, you're contributing. You spot gaps, surface insights, and collaborate with the Member Care Manager and cross-functional teams to make the whole system better. 

• You have a proven track record in high-touch account management, member success, or client support, ideally within a membership, coaching, or SaaS environment, and you've navigated complex, emotionally charged member situations with professionalism and care.

• You lead with emotional intelligence. You read between the lines, pick up on unspoken concerns, and know how to move someone from frustration to forward momentum.

• You possess strong financial literacy and feel comfortable navigating delicate billing, revenue recovery, and accounts receivable conversations with empathy and professionalism.

• You are technically fluent, comfortably navigating HubSpot CRM, project management software (Asana), and digital product ecosystems, and you pick up new tools and platform updates quickly as our systems evolve.

• You are a proactive problem solver who spots disengagement risks early and coordinates across internal teams to drive resolution.

• You demonstrate meticulous detail orientation and process discipline, keeping notes, tickets, and pipeline statuses accurate in real time.

• You possess exceptional written and verbal communication skills, capable of translating complex technical or administrative steps into simple, actionable member guidance.