Director, Member Success

About 3i 3i is a rapidly growing, invitation-only community of private investors sharing deals, insights, and contacts. With a focus on alternative and off-market deal flow, shared benefits, and investor services, 3i serves as a kitchen table around which highly engaged high net worth individuals can discuss and debate compelling, unexpected opportunities in emerging sectors. Director of Member Success - New York 3i is seeking a Director of Member Success to lead the full post-sale member lifecycle - from onboarding and activation through engagement, retention, and renewal. This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function. You will lead the Executive Director (ED) organization and partner closely with Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalized but scalable member experience. Success in this role is defined by member retention, engagement, activation, and overall member satisfaction and quality. Responsibilities • The full post-sale member journey across onboarding, activation, engagement, and renewal • Leadership of the Executive Director organization - hiring, coaching, and performance • The "100-Day Path to Renewal": the touchpoints, interventions, and escalations that secure long-term loyalty • Retention forecasting and the save desk: terms, escalation paths, and intervention playbooks for at-risk renewals • Member Health Score operationalization, in partnership with Revenue Operations • High-stakes member situations - Code of Conduct, pricing disputes, sensitive cases requiring senior judgment • Referral generation: turning the most engaged members into structured advocates Success • ICP renewal rate with cohort-level predictability • Time-to-first-value for all new members • Renewals confidently called green or red 90 days out • Measurable lift in referral generation from existing members About You • 6-9+ years in customer success, membership, client services, or relationship management leadership • Experience in high-touch environments: private client services, investor networks, advisory businesses, or premium membership organizations • Strong operator: data-informed approach to member health, retention, and forecasting • Strong coach who raises the floor of the team and develops ED-level talent • High agency: willing to write the playbooks, handle executive escalations, and personally save key renewals to build the system • Member-centric mindset with close attention to detail and experience quality Why Join 3i • Help shape the future of a highly curated investor network • Lead a critical function focused on long-term member value creation • Work alongside founders, operators, and investors in a high-growth environment • Build scalable systems that improve both member experience and business performance • Opportunity to help define what modern membership success looks like