Senior Manager of Member Success

Location: Fully Remote with in-person team meetings a few times a year

Job Type: Full-time employee; strict no-Moonlighting policy

Compensation: The starting salary is $80K annually, with the option of an additional performance-based annual bonus. Health and dental insurance benefits are offered.

Reports To: Director of Member Success

Company: www.helloinsight.org

Positions Overview

Hello Insight is seeking a seasoned Senior Manager with expertise in strategic relationship building and process management to oversee our enterprise-level accounts, including national foundations and nonprofits. This role requires a proactive, strategic thinker who can balance big-picture vision with hands-on account management to strengthen relationships, increase engagement, and drive long-term success for our enterprise partners.

About the Role

The Senior Manager will be responsible for strategizing, implementing, and driving adoption of the Hello Insight platform within our enterprise accounts. This role will manage a diverse book of business of youth-serving organizations across two key pipelines:

• Initiatives – National, regional, or topic-specific programs created by our foundations or networked nonprofits (exclusive to the Senior Manager role).
• Sponsored Subscriptions – Organizations participating in those Initiatives and offered a sponsored subscription to Hello Insight.

A key responsibility of this role is balancing strategic discussions with foundation leaders while managing the daily engagement and progress of subscription accounts within our customer journey in HubSpot. The Senior Manager will be instrumental in interpreting data, reviewing high-level performance of network cohorts and expanding the adoption of Hello Insight among key stakeholders in both pipelines.

Key Responsibilities

• Customer-Centric Relationship Management: Lead enterprise-level relationships, ensuring seamless execution, adoption, and success with Hello Insight. Develop a trusted advisor relationship through proactive, timely, and engaging communication that shepherds them through the journey.
• Data Evaluation and Executive Communication: Translate data insights into clear, strategic narratives to guide senior leaders in understanding cohort performance metrics in a way that ties back to their network strategy.
• Subscription Strategy, Engagement & Training – Provide training, data collection support, and reflection guidance to stakeholders to ensure maximization of the platform's value. Collaborate with customers to define appropriate goals and implementation strategies in order to execute product engagement and adoption.
• Tracking/Documenting/Reporting: Monitor account pipelines — customer activity including milestones and metrics, outreach/engagement, and timely technical assistance — in collaboration with the Member Success Support team. Contribute to monthly/quarterly reports on customer engagement and outcomes.
• Growth & Expansion – Identify churn risks, proactively address concerns, and seek opportunities to upsell and expand accounts in collaboration with the Outreach (Sales) team
• Process Optimization – Contribute to the ongoing evolution of the customer journey, leveraging insights to refine strategy and execution.
• Cross-Team and Functional Team Collaboration: Collaborate with MS Director, Managers, and Support Team to ensure seamless customer experience and product use; contribute observations, feedback, and recommendations to Product and Learning Teams to facilitate ongoing product development/enhancements; share insights across all teams to improve overall customer experience.

Qualifications

• Bachelor’s Degree and at least 4 years of relevant experience
• Proven experience in relationship management with exceptional customer engagement skills, customer-centric approach, and ability to lead customers in a consultative manner
• Strong aptitude for technical software products, information management, and data monitoring; Proficiency in Slack, HubSpot, Notion, Google Workspace are a major plus
• Highly-skilled facilitator who can prepare and deliver impactful presentations and training for targeted audiences
• Exceptional communication and interpersonal skills to collaborate effectively with cross-functional teams
• Strong cross-cultural understanding and experience working collaboratively with diverse groups of people
• Experience in managing the engagement and training of nonprofit organizations, including a proven track record of building strong relationships with staff in varied roles, is preferred but not required
• Bonus points for having experience with youth-serving organizations, including best practices related to youth surveying, measuring outcomes, and strengthening evaluation and learning capacities

About Hello Insight

Hello Insight (HI) helps youth-serving organizations better understand, enhance, and share their impact as nurturing environments for social and emotional learning — a key predictor of academic success, career readiness, well-being, and long-term thriving. Through our online, shared measurement platform, we are committed to revolutionizing evaluation while building a learning community that is diverse, inclusive, and accessible.

We seek to ensure that our members have access to information and collective insights that are relevant, representative, and easy to put into practice. Moreover, we are continually learning from, elevating, and investing in the voices of young people as part of our ongoing development as a company.