Apply for Member Success & Retention Manager

Position Summary:

The Member Success & Retention Manager is responsible for ensuring Chamber members receive meaningful value from their investment throughout the membership lifecycle.

The position owns the member experience from partnership initiation/sale through onboarding, activation, engagement, renewal and, when necessary, recovery or exit.

The Manager serves as a proactive relationship manager and member advocate, using personal outreach, member engagement data, and other indicators to identify opportunities to increase member satisfaction, participation and retention.

This position works closely with Membership Growth (sales), Signature Events & Programs, Marketing & Communications, Finance & Operations, and Chamber leadership to create a coordinated and exceptional member journey.

Knowledge, Skills & Abilities:

Successful candidates should demonstrate:
• Exceptional relationship-building and customer/member-success skills.
• Strong interpersonal communication and active-listening ability.
• Ability to build trust with business owners, executives and community leaders.
• Strong customer-service and problem-resolution skills.
• Understanding of customer success, account management or membership retention principles.
• Ability to interpret data and convert insights into action.
• Strong organizational and follow-through skills.
• Comfort using CRM, membership-management and reporting systems.
• Ability to manage multiple member relationships simultaneously.
• Strong written and verbal communication skills.
• Ability to work collaboratively across departments.
• Sound judgment and discretion when handling member concerns.
• Ability to identify opportunities without creating an overly transactional member experience.
• Commitment to continuous improvement and service excellence.
• Ability to successfully manage volunteers, committee, and teams.
• Ability to work flexible hours including some early mornings and late evenings.

The Chamber offers excellent benefits including: 100% employer paid health insurance, a matching 401(k) retirement plan, and paid time off.

Please submit resume to gina.mitchell@woodlandschamber.org by 9/25/26.

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Three to five years of experience in customer success, account management, membership organizations, association management, hospitality, relationship management, client services or similar fields.
• Experience managing customer/member retention or recurring-revenue relationships strongly preferred.
• Experience using CRM or association-management systems preferred.
• Experience working with/managing volunteer teams, groups, and programs.
• Events management/coordination.