Casa
Member Success Manager
We're hiring a Member Success Manager to build and scale an exceptional end-to-end experience for Casa members. This role is perfect for someone excited to create thoughtful, white-glove service experiences from scratch
and design the systems, tools, and communication rhythms that help homeowners feel supported and cared for as they get started with Casa. You'll own the full member lifecyclefrom onboarding and activation to ongoing engagement and retention. This includes creating scalable processes and communication touchpoints across channels (email, SMS, calls, video calls, follow-ups), working closely with product and engineering to advocate for member needs, and becoming the voice of our members as Casa grows. We're looking for someone warm, thoughtful, detail-oriented, and proactivewho thrives in ambiguity and finds joy in delivering experiences against high expectations every single day. Design and deliver a best-in-class onboarding experiencefrom welcome emails to kickoff video calls to thoughtful follow-ups. Build scalable systems to support a growing member base with consistent, high-quality service. Create member communication touchpoints throughout the lifecyclefeature announcements, product education, seasonal service reminders, and helpful tips. Own member engagement and retention, proactively driving value and trust with ongoing check-ins and service delivery coordination. Develop feedback loops to capture and synthesize member insights, collaborating with product, engineering, and ops to enhance Casa based on our members real-world experiences. Help shape Casa's culture of service, setting the tone for how we interact with and care for our members. Experience: At least 35+ years in a customer success, onboarding, or account management role
ideally in a high-touch, white-glove setting. Onboarding Expertise: Proven track record of building or improving onboarding programs, across channels: emails, phone calls, video calls, and in-app. Communication Skills: Excellent written and verbal communicator, capable of crafting clear, warm, and engaging member-facing content. Detail-Oriented: Systems-minded and always thinking a few steps ahead. Startup Mentality: Excited to build something from the ground up and thrive in the fast-paced, ambiguous nature of early-stage startups. Ownership: You think and act like an owner. You take a long-term view, make thoughtful decisions, and proactively take initiative with good judgement. Service-Oriented: Warm, kind, and deeply committed to helping others. Industry Experience: Experience in home services, hospitality, or luxury services is a strong plus, but not required. Marketing/Growth Experience: Experience in marketing, lifecycle, or growth roles is also a plus
especially if you've worked across CRM, engagement campaigns, or product education. Collaborative Environment: You should thrive in an in-person, collaborative environment. (We work together from our office in the Presidiothis is not a remote role!)
We're hiring a Member Success Manager to build and scale an exceptional end-to-end experience for Casa members. This role is perfect for someone excited to create thoughtful, white-glove service experiences from scratch
and design the systems, tools, and communication rhythms that help homeowners feel supported and cared for as they get started with Casa. You'll own the full member lifecyclefrom onboarding and activation to ongoing engagement and retention. This includes creating scalable processes and communication touchpoints across channels (email, SMS, calls, video calls, follow-ups), working closely with product and engineering to advocate for member needs, and becoming the voice of our members as Casa grows. We're looking for someone warm, thoughtful, detail-oriented, and proactivewho thrives in ambiguity and finds joy in delivering experiences against high expectations every single day. Design and deliver a best-in-class onboarding experiencefrom welcome emails to kickoff video calls to thoughtful follow-ups. Build scalable systems to support a growing member base with consistent, high-quality service. Create member communication touchpoints throughout the lifecyclefeature announcements, product education, seasonal service reminders, and helpful tips. Own member engagement and retention, proactively driving value and trust with ongoing check-ins and service delivery coordination. Develop feedback loops to capture and synthesize member insights, collaborating with product, engineering, and ops to enhance Casa based on our members real-world experiences. Help shape Casa's culture of service, setting the tone for how we interact with and care for our members. Experience: At least 35+ years in a customer success, onboarding, or account management role
ideally in a high-touch, white-glove setting. Onboarding Expertise: Proven track record of building or improving onboarding programs, across channels: emails, phone calls, video calls, and in-app. Communication Skills: Excellent written and verbal communicator, capable of crafting clear, warm, and engaging member-facing content. Detail-Oriented: Systems-minded and always thinking a few steps ahead. Startup Mentality: Excited to build something from the ground up and thrive in the fast-paced, ambiguous nature of early-stage startups. Ownership: You think and act like an owner. You take a long-term view, make thoughtful decisions, and proactively take initiative with good judgement. Service-Oriented: Warm, kind, and deeply committed to helping others. Industry Experience: Experience in home services, hospitality, or luxury services is a strong plus, but not required. Marketing/Growth Experience: Experience in marketing, lifecycle, or growth roles is also a plus
especially if you've worked across CRM, engagement campaigns, or product education. Collaborative Environment: You should thrive in an in-person, collaborative environment. (We work together from our office in the Presidiothis is not a remote role!)