Member Success Representative

Member Success Representative

The Member Success Representative serves as a primary point of contact for SPINS IX ONE members throughout their relationship with our organization. This role goes beyond traditional customer support. Member Success Representatives are responsible for helping members successfully navigate the SPINS IX-ONE Platform, understand their membership, resolve account and operational challenges, and receive the guidance needed to get value from our services.

This is a relationship-focused role that requires strong communication, organization, judgment, and problem-solving skills. The ideal candidate is comfortable managing multiple accounts and priorities, communicating with members by email and phone, navigating difficult or sensitive conversations, and coordinating across internal teams to drive issues through resolution. 

Member Success Representatives support members across onboarding, product submission, platform adoption, billing and account questions, renewals, retention, and ongoing membership needs.

What You’ll Do

Own the Member Experience

• Serve as a trusted point of contact for assigned and incoming member inquiries.
• Manage member cases from initial outreach through resolution using our CRM platform.
• Provide timely, clear, and professional communication through email, phone, and scheduled meetings.
• Take ownership of member concerns by identifying the issue, determining the appropriate path forward, and coordinating with internal teams when escalation is required.
• Maintain accurate and detailed CRM documentation, including member communications, decisions, next steps, and account activity.
• Proactively follow up with members rather than waiting for them to re-engage.

Support New Member Onboarding

• Guide new members through their first 60 days with SPINS IX-ONE.
• Help members understand platform access, available resources, product submission requirements, and next steps.
• Educate members on the SPINS IX-ONE Platform and available support resources.
• Monitor onboarding progress and identify accounts that may require additional outreach or intervention.
• Help members understand product submission and Professional Capture requirements, including required product information, and shipping processes.
• Set clear expectations around product processing, publication, review, and ongoing account support.

Manage Renewals and Retention

• Support assigned membership renewals and communicate renewal information to members.
• Confidently explain membership pricing, services, and overall value. 
• Have professional conversations with members regarding pricing increases, billing concerns, account changes, and renewal questions.
• Identify potential cancellation or retention risks and work with leadership and appropriate internal partners to determine next steps.
• Conduct proactive outreach to non-responsive or at-risk members.
• Escalate pricing exceptions, contractual questions, or complex retention situations when appropriate.
• Ensure renewal and retention activity is accurately documented within the CRM. 

Resolve Account and Billing Questions 

• Assist members with questions related to invoices, payment status, account standing, and membership status.
• Partner with Finance, Billing, Sales, and other internal teams to resolve account discrepancies or outstanding issues.
• Help members understand next steps when an account is past due, suspended, inactive, or requires additional action before services can resume.
• Recognize when a question requires specialized support and route or escalate appropriately while maintaining ownership of the member experience.

Provide Platform and Product Guidance

• Educate members on the SPINS IX-ONE Platform and available tools and resources.
• Assist members with product submission questions and general workflow guidance.
• Help identify and remove blockers preventing members from successfully submitting, updating, or publishing product content.
• Provide general guidance related to retailer and distributor participation within the SPINS IX-ONE ecosystem.
• Help members understand where specialized services such as GDSN, Product Capture, Data Maintenance, or technical support fit into their overall membership.

Collaborate Across Teams 

Member Success works closely with teams across the organization, including:

• Sales
• Finance and Billing
• Sales Enablement
• Product
• Product Capture and Studio Operations
• Quality Assurance
• GDSN Support
• Data Operations
• Technology and Platform Support 

The Member Success Representative is expected to coordinate across these teams while maintaining clear ownership and communication with the member.

What We’re Looking For

Required Qualifications

• 2+ year of experience in Customer Success, Member Success, Account Management, Client Services, Customer Support, or a similar customer-facing role.
• Strong written and verbal communication skills.
• Comfortable speaking directly with customers by phone and video.
• Ability to confidently navigate difficult, sensitive, or potentially escalated customer conversations.
• Strong organizational and time-management skills with the ability to manage multiple accounts, cases, and follow-ups simultaneously.
• Ability to investigate issues, gather information, and determine an appropriate path toward resolution.
• Strong attention to detail and commitment to accurate documentation.
• Comfortable learning multiple systems, workflows, and business processes.
• Ability to work independently in a remote environment while remaining highly collaborative with the broader team.
• Reliable high-speed internet connection and the ability to work Monday through Friday, 8:00 AM–5:00 PM 

Preferred Qualifications

• Experience in Customer Success or Account Management within a SaaS, data, retail, CPG, technology, or membership-based organization.
• Experience working with retailers, distributors, brands, manufacturers, or consumer packaged goods companies.
• Experience managing renewals, retention, or customer account health.
• Experience discussing pricing, contracts, invoices, or account status with customers.
• Experience using CRM or case-management platforms.
• Experience with Microsoft Office, Teams, SharePoint, Excel, and related business tools.
• Familiarity with product content, product data, UPC/GTIN information, GDSN, or product syndication is a plus but not required.

Who Will Be Successful in This Role

You may be a strong fit if you: 

• Enjoy building relationships and helping customers solve problems.
• Are comfortable saying, “I don’t know yet, but I will find the answer,” and then following through.
• Can explain complicated processes in a simple and approachable way. 
• Know how to remain professional and solutions-focused when a customer is frustrated.
• Are comfortable discussing money, pricing, billing, and renewals without avoiding difficult conversations.
• Take ownership rather than simply passing an issue to another team.
• Are naturally organized and diligent about follow-up.
• Can balance empathy for the customer with company policies and business requirements.
• Adapt well when products, processes, and procedures evolve.
• Enjoy working collaboratively across multiple departments. 

What Success Looks Like

Successful Member Success Representatives create a member experience where customers understand what is happening, what they need to do next, and who is helping them.

Success in this role means: 

• Members receive timely and accurate responses. 
• Cases are actively managed through resolution. 
• Follow-ups do not fall through the cracks. 
• New members successfully complete onboarding. 
• Members understand the value of their SPINS IX-ONE membership. 
• Renewal risks are identified early. 
• Difficult conversations are handled professionally and confidently. 
• CRM records clearly reflect member history and next steps. 
• Internal teams receive the information they need to resolve escalated issues. 
• Members feel that someone is taking ownership of their experience. 

Compensation

The hourly compensation range for this position is $21.00–$23.00 per hour, based on experience and qualifications.

This is a remote position with working hours of 8:00 AM–5:00 PM, Monday through Friday.

Note: Applicants must be authorized to work for any US employer. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

#LI-AO1 #LI-Hybrid