Customer Success Lead

2 months ago

Orlando, United States Joinbase Full time

We are on a mission to curate experiences for authentic connection. Base is bringing together the leaders, scholars, and artists of a city to spark human connection, surprise, and belonging. Base is a fast-growing, venture backed startup proudly based in Miami, FL. You can read more about our contribution to the city’s burgeoning startup ecosystem in

Refresh Miami

. Diversity is reflected and measurable within our founding team. Technology is a tool we use to create member experiences upon this same foundation. The Role:

The Customer Success function at Base starts the second after a new member is accepted and joins. As a Lead, you will be tasked with directly creating and implementing the systems to maintain and grow our entire club membership. You have direct responsibility to recruit and build out a team. As the first point of contact for all existing members, Customer Success handles all questions and concerns. You will report to and support the Chief Membership Officer. Key Responsibilities:

Establish key performance indicators (KPIs) for Customer Success. These are measurable metrics that track your progress towards your goals. Make data-driven optimization recommendations. Use the data you've collected to identify areas where you can improve your performance. Build automation and conditional based member communications using internal tools such as Airtable, Asana, and Customer IO. Be proactive in taking initiative to constantly audit internal processes and present solution based recommendations to improve. Create, test, and optimize the Customer Success playbook used for new hire onboarding. Understand how the Customer Success function supports all business teams such as Sales, Finance, and Marketing by working directly with those stakeholders. Build and maintain strong relationships with Base members, understanding their preferences, needs, and expectations. Facilitate seamless onboarding to help new members feel comfortable and engaged from the start. Collaborate with the experiences team to plan and execute Base gatherings. Act as the primary point of contact for member inquiries, concerns, and feedback. Work with the Membership department to promote membership renewals. Foster a sense of community among club members through regular communications, newsletters, and exclusive updates. Qualifications:

Bachelor's degree in Hospitality, Business, or a related field. Proven experience in a customer-centric role, preferably within the hospitality, or membership club industry. Exceptional interpersonal and communication skills, with an ability to connect with individuals from diverse backgrounds. Strong organizational skills and attention to detail, especially in planning and executing events. Empathy and an innate understanding of delivering exceptional service. Proficiency in using no-code software. Ability to multitask, prioritize, and manage time effectively. Be the founding employee of a startup function. Possibility for rapid career advancement as Base opens new clubs across the US. Competitive salary and equity with performance-based incentives. Comprehensive benefits package including medical and dental. Access to Base experiences and in-person office. Offer ideas and contributions that are heard and implemented. The opportunity to build a company that impacts the lives of people on a daily basis. If you are interested in this position email our team: careers@base.club

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