Manager, Member Success

Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.

Member Success exists to get members the most value out of their membership through outreach that happens before they ask, not tickets answered after they do, and that only works if the team delivering it is well-coached and protected from overflow. As Manager, Member Success, you own that day-to-day for roughly half the team, about 10–12 MSMs, including the Senior MSMs who already operate as player-coaches. You report to the Sr. Manager, Member Success, who owns the function's overall strategy; you own making the daily work right for your group, without exception. You lead from the front, not the sidelines: you're in the room modeling the standard, not just describing it in a 1:1, and you catch what's slipping before it becomes a pattern instead of a retro topic.

You don't carry a permanent book, but you're never far from one: coverage gaps, escalations, and coaching moments put you in the queue and on the call. Beyond the daily work, you're accountable for how your team spends its time and its money, comfortable pulling your own numbers to know exactly where things stand, and invested in making sure your MSMs get real value out of the AI tools Collective is rolling out.

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• 5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business.

• 1–2+ years directly managing people who own ongoing relationships, not just transactions.

• Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you’re not the one making it.

• Data-savvy and self-serve. You’re comfortable pulling your own numbers from whatever system you’re given, building a clean view of how your team is performing, and turning it into something you and your Sr. Manager can act on.

• AI-curious and AI-comfortable. You’ve used AI tools to do real work, drafting, summarizing, finding patterns, and you’re genuinely interested in where Collective is taking this, not just tolerating it.

• A real coach who leads by doing, not just observing. You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong.

• Hyper-organized. You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10–12 direct reports without anything falling through the cracks.

• A clear, fast escalator. You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that’s yours and one that belongs to your Sr. Manager.

• Comfortable in our day-to-day stack, AppSheet, Front, Slack, Calendly, and G Suite, and quick to pick up new tools as we add them.

• Experience managing player-coaches or senior ICs who mentor others.

• Background in financial services, fintech, or tax and accounting services for small businesses.

• Experience working alongside a dedicated escalations, financial resolution, or credits/refunds program.