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Member Success Manager Jobs in Virginia (NOW HIRING)

Zoomph

Customer Success Specialist

Reston, VA · On-site

$60K - $65K/yr

This role involves providing frontline support to clients, managing support tickets, and ... We expect every member of the Zoomph community to do their part to cultivate and maintain an ...

IQUASAR LLC

AV Technician

Fort Eustis, VA · On-site

Managing site inventory and spares with the use of a database * Managing/completing Quarterly ... Leadership takes a constructive interest in every team member's success. * Work/Life Balance and ...

Radford University

Student Success Advocate

Radford, VA · On-site

$45K/yr

The SSA will provide comprehensive case management for over 2000 enrolled PE students, serving as a ... a member of an effective work team. • Proficiency working with a computer and ability to learn ...

Zoomph

Customer Success Specialist

Reston, VA · On-site

This role involves providing frontline support to clients, managing support tickets, and ... We expect every member of the Zoomph community to do their part to cultivate and maintain an ...

MARKETview

Director of Client Success

Richmond, VA · On-site

$100K - $110K/yr

As an essential member of the client-facing team, individuals will be responsible for developing ... Exceptional time management skills * Desire to be curious and willingness to learn by asking ...

MARKETview

Director of Client Success

Richmond, VA · On-site

$100K - $110K/yr

As an essential member of the client-facing team, individuals will be responsible for developing ... Exceptional time management skills * Desire to be curious and willingness to learn by asking ...

iQuasar LLC

Managing site inventory and spares with the use of a database * Managing/completing Quarterly ... Leadership takes a constructive interest in every team member's success. * Work/Life Balance and ...

DZYNE Technologies

Director of Government Affairs

Fairfax, VA · On-site

$175K - $180K/yr

We celebrate wins, value diverse perspectives, and support every team member's success. Ready to do ... management and engineering leadership to ensure technical accuracy. * Track marks, report language ...

New

J.F. Shea Family of Companies

$20/hr

Recognize and celebrate team member's success and maintain a sense of humor. * Attend all F&B ... Act as Bar Manager during events and weddings to ensure that all Best Beverage Practices are ...

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Member Success Manager information

What is a member success manager?

Member Success Managers are professionals who help ensure that members of an organization, platform, or service have positive experiences and achieve their desired outcomes. They act as the main point of contact for members, addressing questions, resolving issues, and providing guidance to maximize value from the organization’s offerings. Their goal is to build strong relationships, increase member satisfaction, and promote long-term engagement and retention.

What are the key skills and qualifications needed to thrive as a member success manager?

To thrive as a Member Success Manager, you need a solid background in customer success, account management, and relationship-building, often supported by a bachelor’s degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer engagement tools, and data analytics software is typically required. Outstanding communication, problem-solving, and empathy help you connect with members and proactively address their needs. These skills and qualities are crucial for driving member satisfaction, retention, and the overall growth of the organization.

How does a member success manager typically collaborate with other departments to enhance member experience?

Member Success Managers frequently work cross-functionally, partnering with teams such as sales, product, and customer support to address member needs holistically. They relay member feedback to product teams for improvements, coordinate with sales on onboarding and renewals, and work with support to resolve escalated issues. This collaborative approach ensures members receive comprehensive, personalized service, and helps align internal efforts toward member satisfaction and retention.
What are popular job titles related to Member Success Manager jobs in Virginia? For Member Success Manager jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Member Success Manager jobs in Virginia look for? The top searched job categories for Member Success Manager jobs in Virginia are:
What cities in Virginia are hiring for Member Success Manager jobs? Cities in Virginia with the most Member Success Manager job openings:
Member Success Manager jobs near you

Customer Success Specialist

Zoomph

Reston, VA • On-site

$60K - $65K/yr

Full-time

Re-posted 15 days ago

Job description

The Customer Success Specialist at Zoomph will play a key role in ensuring our clients receive exceptional support and service. This role involves providing frontline support to clients, managing support tickets, and collaborating closely with the Account Management and Product teams to resolve issues efficiently. The Customer Success Specialist will be responsible for addressing client inquiries, troubleshooting technical issues, and maintaining a high standard of customer satisfaction. This position is ideal for someone with strong communication skills, a problem-solving mindset, and a passion for delivering excellent customer service.
Major Responsibilities:
Advanced Client Support and Technical Issue Resolution:
  • Provide expert-level support to clients by identifying and resolving complex technical issues, performing in-depth troubleshooting, and creating and delivering tailored solutions.
  • Create and develop customized responses and perform advanced platform configurations for specific client use cases, ensuring precise alignment with customer needs.
  • Collaborate with the Accounts team to lead and develop initiatives for providing in-depth platform insights through custom reports, data exports and data analysis for key accounts, as requested by the Account team.

Cross-functional Task Management and Collaboration:
  • Collaborate with Account Management, Product, and Engineering to streamline the resolution of high-impact issues.
  • Participate in strategic planning sessions to prioritize product improvements based on data analysis from recurring customer feedback, collaborating with the Product Team, Account team and other stakeholders to proactively address and mitigate potential issues.
  • Mentor and train team members and act as a point of escalation for complex client issues, ensuring that support standards are maintained across the team.

Client Education:
  • Lead and develop the creation and continuous improvement of support documentation, including FAQs, guides, and video tutorials, to empower clients in using Zoomph's platform effectively and efficiently.
  • Conduct client calls, onboarding sessions, providing personalized guidance to help clients leverage Zoomph's features for maximum benefit in partnership with account management
  • Actively solicits client feedback, tracking insights and sharing data with internal stakeholders to influence product development, refine support strategies, and promote customer success initiatives.

Process Development & Improvements:
  • Lead process improvement projects aimed at increasing support efficiency and customer satisfaction, including the automation of repetitive tasks and refinement of escalation protocols.
  • Monitor and analyze support metrics and KPIs, identifying trends and providing actionable insights for improving team performance and optimizing client interactions.
  • Stays abreast on industry standards and best practices, implementing new strategies and tools to enhance the customer support function.

Qualifications:
  • BS Degree or equivalent experience
  • Experience: 1-3 years of experience in a customer support role within a SaaS or technology-driven environment, with demonstrated success in handling complex technical issues and managing customer relationships.
  • Technical Proficiency: Advanced proficiency with CRM and support ticketing systems (e.g., Hubspot), as well as familiarity with Excel, XML, JSON or similar data query languages to extract and analyze customer data.
  • Analytical Skills: Strong problem-solving abilities with a data-driven approach to identifying, tracking, and resolving customer issues efficiently.
  • Leadership & Communication: Excellent verbal and written communication skills, with experience leading client-facing projects and training sessions.
  • Process Optimization: Proven ability to evaluate and optimize workflows, implement process improvements, and contribute to team efficiency and performance goals.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
We are authorized to hire in the following states:
Arizona, California, Connecticut, Illinois, Maryland, Massachusetts, Missouri, New York, North Carolina, South Carolina, Tennessee, Texas, and Virginia.
Zoomph EEO Statement:
"We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and applicant feel welcome. Zoomph is committed to providing a workplace free from discrimination or harassment. We expect every member of the Zoomph community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.
Decisions related to hiring, compensation, training, evaluating performance, or termination are made fairly, and we provide equal employment opportunities to all qualified candidates and employees and prohibit all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law."

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