Member Success Manager

Summary

Join Tessitura, a non-profit dedicated to supporting arts and cultural organizations, as a Member Success Manager. This full-time, work-from-home position focuses on member retention through customer adoption and satisfaction. You will manage inside sales, build account relationships, support retention efforts, and collaborate to enhance member satisfaction. The role involves contributing to revenue targets, serving as a member contact, and participating in risk identification. You will also track retention effectiveness, coordinate site visits, and act as a member advocate within the company. This position requires significant experience in arts/culture technology and B2B sales.

Requirements

• 5+ years of experience working at the intersection of arts, culture, or live events and technology
• 3+ years of experience in B2B sales or equivalent business and relationship building experience
• Expertise in one or more functional areas of Tessitura
• Demonstrated ability to connect and build relationships with influencers and decision makers at all levels, including daily business users, technical and operational managers, and executives
• Proven track record of meeting and exceeding sales targets
• Demonstrated ability to communicate clearly and compellingly in writing, through one-on-one conversations, and in public speaking
• Ability to prioritize and manage a high volume of work in a fast-paced environment
• Demonstrated success leading a team to execute deadline-driven projects
• Demonstrated resilience, creativity, and collaborative problem solving
• Proficient with CRM software and Microsoft Office suite
• Capacity to work independently as well as in a team setting

Responsibilities

• Contribute to annual revenue targets for inside sales opportunities and revenue protection as defined in annual budgets with a focus on e-commerce sales and retainer-based consulting contracts
• Serve as a point of contact for members, understanding their needs, goals, and challenges. Respond to member inquiries, complaints or feedback that are escalated to the Member Success team to support member retention solutions
• Assist with outreach and conversations related to protecting member revenue through strategic efforts
• Participate in regular identification of risk themes and at-risk members to bring visibility to the Member Services group
• Track and evaluate the effectiveness of retention efforts
• Assist with site visit coordination and preparation as needed
• Maintain and grow relationships with assigned members to reduce churn
• Develop and implement strategic playbooks to drive member engagement, adoption, and value realization
• Track member health event data, leveraging internal CRM systems for ensuring data accuracy, completeness, and consistency
• Act as a member advocate within the company representing the voice of the member and providing valuable feedback
• Limited travel to company trade shows or member visits
• Other duties as assigned

Benefits

• Various medical, dental, and vision plans
• Life and AD&D insurance
• Disability insurance
• Employee assistance programs
• A 401(k) retirement plan with employer match
• Generous paid time off, including vacation and sick leave
• 12 weeks of paid parental leave
• A 7-week sabbatical after seven years of service
• A recharge week between Christmas and New Year’s