Nurp
POSITION SUMMARY
The Member Success Manager will lead and oversee the operations of a high-performing B2C customer success team, dedicated to delivering an exceptional, high-quality customer experience. This role focuses on ensuring subscription satisfaction, engagement, retention, and driving Monthly Recurring Revenue (MRR) growth. The Manager will be instrumental in fostering strong long-term relationships, guiding the team to deliver white-glove service, and ensuring a seamless experience for every client.
The role will also prioritize the design and maintenance of efficient department processes, ensuring streamlined workflows that support customer success and operational excellence. This includes facilitating smooth onboarding for new users and leveraging data-driven insights to optimize the customer journey. The Member Success Manager will monitor churn, customer feedback, and product adoption to continuously improve the customer experience.
The Member Success Manager will oversee escalated customer complaints in collaboration with cross-functional teams, ensuring that high-priority issues are resolved swiftly with minimal disruption. They will drive the ongoing development and coaching of the customer support team, relationship managers, and subscription associates, ensuring alignment with company goals and maintaining the highest standards of service. By focusing on efficiency and quality, this role will ensure a consistent, superior experience for all customers.
ABOUT OUR COMPANY
Nurp builds smart trading algorithms that help people trade more effectively across multiple markets, including forex, gold, and more. We’re reshaping the way people invest by using powerful, data-driven technology instead of outdated methods. At Nurp, we’re focused on growth, both in the markets we serve and in the people we hire. This is a place for driven, results-oriented individuals who want to take ownership, learn quickly, and make an impact. You’ll work alongside a talented team, contribute to meaningful projects, and help shape the future of algorithmic trading. We move fast and wear many hats, creating constant opportunities for personal and professional growth. PERFORMANCE OBJECTIVES Oversee the day-to-day operations of a D2C member success team focused on subscription satisfaction, engagement, retention, and MRR growth.
Facilitate a seamless and expedited onboarding experience that builds trust and sets up new users for success from day one.
Monitor churn and engagement trends; develop initiatives that reduce cancellations and improve user lifetime value.
Build and implement cross-sell and upsell playbooks across customer success touchpoints.
Establish feedback loops between support, product, and marketing to improve the customer journey.
Drive regular reporting on churn, CSAT, onboarding success, support ticket trends, and product adoption.
Design scalable member communication cadences (email, circle, SMS, support) that feel personal and supportive.
Guide the team on tone, service delivery, and ownership—reinforcing a premium experience in every interaction.
Regularly coach team members and conduct QA reviews of their customer interactions to ensure alignment with white-glove standards.
Partner with marketing to ensure member success contributes the following but not limited to, testimonials, case studies, referrals, reviews, and community engagement.
Manage and monitor subscription activities, ensuring accurate setup, ongoing management, and resolution of any issues, with escalation only in high-priority cases, to maintain customer satisfaction and retention.
Oversee the team responsible for contacting clients with delinquent payments of their respective accounts, ensuring timely follow-up and effective resolution to minimize revenue loss and maintain strong client relationships.
Lead and mentor the customer support team, relationship managers, and subscription associates, fostering professional growth and ensuring alignment with company goals to deliver exceptional client service.
KEY COMPETENCIES B2C SaaS & Subscription Experience : Extensive experience in managing customer success, support, and retention strategies within B2C or D2C SaaS or subscription-based business models, driving customer satisfaction and long-term loyalty.
Trading Knowledge:
Solid understanding of trading concepts, market dynamics, and financial products, enabling adequate understanding of Nurps products, communication with clients, and the ability to address their needs within the context of trading and investment strategies.
Customer-Centric Leadership:
Proven ability to lead teams in delivering white-glove, personalized service, ensuring the highest quality support, and fostering long-term customer relationships.
Strategic Thinking & Execution:
Strong strategic mindset with the ability to develop and execute plans aligned with business goals, ensuring seamless implementation and measurable progress
Data-Driven Decision Making:
Expertise in using data to monitor and drive team KPIs, ensuring accurate metrics and the consistent achievement of performance goals. Skilled in auditing and optimizing SOPs for continuous improvement.
Revenue Growth Strategy:
Ability to identify and capitalize on cross-selling and upselling opportunities to grow Monthly Recurring Revenue (MRR) and Customer Lifetime Value (LTV), ensuring solutions align with customer needs.
Escalation Management:
Expertise in managing and resolving complex or escalated customer concerns, collaborating with relevant teams to ensure timely and effective resolutions while minimizing disruption.
Problem Solving & Proactive Solutions:
Ability to anticipate challenges and proactively develop solutions, particularly in managing delinquent payments and resolving issues to maintain positive customer relations.
Technologically Proficient:
Strong proficiency with customer support platforms, CRM systems, and data analytics tools, leveraging technology to streamline processes, monitor performance, and improve team efficiency.
EDUCATION AND EXPERIENCE Experience Requirements: 7+ years of experience in customer success, relationship management, or customer support within a B2C or D2C SaaS or subscription-based business model (Required)
5+ years of management experience managing customer-facing teams, including customer support, relationship managers, account managers, and subscription associates (Required)
Experience in driving retention, cross-sell, and upsell strategies, with a focus on growing Monthly Recurring Revenue (MRR) and increasing Customer Lifetime Value (LTV) (Required)
Strong experience with customer service technologies (e.g., CRM systems like Salesforce, Zendesk, HubSpot, etc.) and data analysis tools (Required)
Experience in handling complex or escalated customer issues, with a demonstrated ability to manage customer relationships through challenging situations (Required)
Proven track record of collaboration across departments (e.g., product, marketing, sales) to achieve business goals and drive company-wide success (Required)
Experience in the trading or financial services industry is a plus, with the ability to understand trading terminology, customer needs, and industry-specific challenges (Required)
Proven track record in understanding customer needs and implementing strategic processes to enhance satisfaction (Required)
Preferred Qualifications: Bachelor’s degree in Finance, Communications, Business, Marketing, or a related field (Preferred)
HubSpot certification (Preferred)
Certifications in Customer Success Management, Account Management, or related fields (Preferred)
Experience in high-touch customer success roles within high-value industries like fintech, software, or subscription services (Preferred)
Experience with product management or subscription-based billing platforms (Preferred)
BENEFITS Fully Remote Position
Quarterly Bonus
Sales Commission
Health Insurance
Dental Insurance
Vision Insurance
Accidental Insurance
Life Insurance
Hospital Insurance
Critical Illness Insurance
Paid Time Off
Access to company products and services at discounted rates, and in some instances, free
COMMITMENT TO DIVERSITY As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Nurp recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.
Nurp builds smart trading algorithms that help people trade more effectively across multiple markets, including forex, gold, and more. We’re reshaping the way people invest by using powerful, data-driven technology instead of outdated methods. At Nurp, we’re focused on growth, both in the markets we serve and in the people we hire. This is a place for driven, results-oriented individuals who want to take ownership, learn quickly, and make an impact. You’ll work alongside a talented team, contribute to meaningful projects, and help shape the future of algorithmic trading. We move fast and wear many hats, creating constant opportunities for personal and professional growth. PERFORMANCE OBJECTIVES Oversee the day-to-day operations of a D2C member success team focused on subscription satisfaction, engagement, retention, and MRR growth.
Facilitate a seamless and expedited onboarding experience that builds trust and sets up new users for success from day one.
Monitor churn and engagement trends; develop initiatives that reduce cancellations and improve user lifetime value.
Build and implement cross-sell and upsell playbooks across customer success touchpoints.
Establish feedback loops between support, product, and marketing to improve the customer journey.
Drive regular reporting on churn, CSAT, onboarding success, support ticket trends, and product adoption.
Design scalable member communication cadences (email, circle, SMS, support) that feel personal and supportive.
Guide the team on tone, service delivery, and ownership—reinforcing a premium experience in every interaction.
Regularly coach team members and conduct QA reviews of their customer interactions to ensure alignment with white-glove standards.
Partner with marketing to ensure member success contributes the following but not limited to, testimonials, case studies, referrals, reviews, and community engagement.
Manage and monitor subscription activities, ensuring accurate setup, ongoing management, and resolution of any issues, with escalation only in high-priority cases, to maintain customer satisfaction and retention.
Oversee the team responsible for contacting clients with delinquent payments of their respective accounts, ensuring timely follow-up and effective resolution to minimize revenue loss and maintain strong client relationships.
Lead and mentor the customer support team, relationship managers, and subscription associates, fostering professional growth and ensuring alignment with company goals to deliver exceptional client service.
KEY COMPETENCIES B2C SaaS & Subscription Experience : Extensive experience in managing customer success, support, and retention strategies within B2C or D2C SaaS or subscription-based business models, driving customer satisfaction and long-term loyalty.
Trading Knowledge:
Solid understanding of trading concepts, market dynamics, and financial products, enabling adequate understanding of Nurps products, communication with clients, and the ability to address their needs within the context of trading and investment strategies.
Customer-Centric Leadership:
Proven ability to lead teams in delivering white-glove, personalized service, ensuring the highest quality support, and fostering long-term customer relationships.
Strategic Thinking & Execution:
Strong strategic mindset with the ability to develop and execute plans aligned with business goals, ensuring seamless implementation and measurable progress
Data-Driven Decision Making:
Expertise in using data to monitor and drive team KPIs, ensuring accurate metrics and the consistent achievement of performance goals. Skilled in auditing and optimizing SOPs for continuous improvement.
Revenue Growth Strategy:
Ability to identify and capitalize on cross-selling and upselling opportunities to grow Monthly Recurring Revenue (MRR) and Customer Lifetime Value (LTV), ensuring solutions align with customer needs.
Escalation Management:
Expertise in managing and resolving complex or escalated customer concerns, collaborating with relevant teams to ensure timely and effective resolutions while minimizing disruption.
Problem Solving & Proactive Solutions:
Ability to anticipate challenges and proactively develop solutions, particularly in managing delinquent payments and resolving issues to maintain positive customer relations.
Technologically Proficient:
Strong proficiency with customer support platforms, CRM systems, and data analytics tools, leveraging technology to streamline processes, monitor performance, and improve team efficiency.
EDUCATION AND EXPERIENCE Experience Requirements: 7+ years of experience in customer success, relationship management, or customer support within a B2C or D2C SaaS or subscription-based business model (Required)
5+ years of management experience managing customer-facing teams, including customer support, relationship managers, account managers, and subscription associates (Required)
Experience in driving retention, cross-sell, and upsell strategies, with a focus on growing Monthly Recurring Revenue (MRR) and increasing Customer Lifetime Value (LTV) (Required)
Strong experience with customer service technologies (e.g., CRM systems like Salesforce, Zendesk, HubSpot, etc.) and data analysis tools (Required)
Experience in handling complex or escalated customer issues, with a demonstrated ability to manage customer relationships through challenging situations (Required)
Proven track record of collaboration across departments (e.g., product, marketing, sales) to achieve business goals and drive company-wide success (Required)
Experience in the trading or financial services industry is a plus, with the ability to understand trading terminology, customer needs, and industry-specific challenges (Required)
Proven track record in understanding customer needs and implementing strategic processes to enhance satisfaction (Required)
Preferred Qualifications: Bachelor’s degree in Finance, Communications, Business, Marketing, or a related field (Preferred)
HubSpot certification (Preferred)
Certifications in Customer Success Management, Account Management, or related fields (Preferred)
Experience in high-touch customer success roles within high-value industries like fintech, software, or subscription services (Preferred)
Experience with product management or subscription-based billing platforms (Preferred)
BENEFITS Fully Remote Position
Quarterly Bonus
Sales Commission
Health Insurance
Dental Insurance
Vision Insurance
Accidental Insurance
Life Insurance
Hospital Insurance
Critical Illness Insurance
Paid Time Off
Access to company products and services at discounted rates, and in some instances, free
COMMITMENT TO DIVERSITY As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Nurp recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.