Member Success Manager

$65,000 - $70,000/Yr

The Health Management Academy - Arlington, VA

Full-time - Mid Level

Arlington, VA

Professional, Scientific, and Technical Services

About the position

The Member Success Manager at The Health Management Academy (THMA) is responsible for leading a team of Member Success Associates to enhance health system attendance at THMA programs through effective recruitment strategies. This role focuses on developing best practices for member engagement, tracking recruitment metrics, and ensuring high-quality communication with health system executives. The ideal candidate will mentor team members, refine engagement approaches, and align with THMA's growth and quality standards.

Responsibilities

• Lead a team of 6-7 Member Success Associates to drive health system attendance at THMA programs.
• Optimize recruitment, engagement, and operational processes in collaboration with Program and Partnership Leads.
• Identify skills and competency gaps within the team and coach for improvement.
• Enhance team productivity through refined messaging frameworks and communication tools.
• Oversee CRM (Salesforce) data management and reporting on member recruitment metrics.
• Develop and deliver onboarding programs and ongoing training for team members.
• Monitor and analyze team performance against THMA's KPIs for recruitment and retention.
• Foster a culture of proactive member engagement and prioritize member needs.
• Provide mentorship and coaching to encourage professional growth and development.
• Implement feedback mechanisms to refine team performance and strategic direction.

Requirements

• Bachelor's degree required
• 3+ years in project management or event recruitment
• Experience using project management tools preferred
• Experience using Salesforce preferred
• Strong organizational skills and attention to detail
• Ability to manage multiple competing priorities
• Excellent written and verbal communication skills
• Ability to influence senior-level stakeholders
• Self-directed and resourceful

Nice-to-haves

• Experience in healthcare or related fields
• Familiarity with member engagement strategies
• Knowledge of performance metrics and analysis

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Paid time off
• Cell phone reimbursement
• Vision insurance
• 401(k) matching