Director of Member Experience - Remote job Customer Service at How to Manage a Small Law Firm

At How to Manage a Small Law Firm (HTM), we serve entrepreneurial attorneys who want to build businesses that are profitable, purpose-driven, and systematized. Our members aren't just clients—they're partners on a growth journey.

We're hiring a Director of Member Experience (DME) to architect and lead the entire Member Success function from the ground up. This isn't customer support—it's executive leadership with direct impact on company profitability, brand equity, and long-term retention.

This role starts as a builder and quickly grows into a strategic leader. You'll first operate as a frontline Member Success Advocate (MSA)—learning the role, creating and refining systems, and documenting the playbook. Then, you'll scale the department: hire, train, and lead the MSA team; implement renewal and engagement systems; and own the strategic oversight of Member Success across our national network.

• Building and leading the Member Success team
  
• Creating and tracking KPIs across retention, satisfaction, and engagement
  
• Owning the department P&L and budget
  
• Overseeing renewal forecasting, retention strategy, and member referral initiatives
  
• Representing the Member's voice at the executive leadership table
  
• Partnering cross-functionally with operations, acquisitions, and leadership strategy
  
• Advising on member-facing tech tools and systems (app, dashboard, member site)
  
  

• Have led high-performing CX, Client Success, or Member Advocacy departments
  
• Thrive in executive roles that require systems thinking and emotional intelligence
  
• Can translate data into decisions—and decisions into impact
  
• Have experience building or scaling departments from scratch
  
• Know how to lead people with clarity, care, and accountability
  
• Are energized by mission-driven businesses and visibility at the leadership table
  
  

• Member retention, renewal, and referral rates
  
• Departmental efficiency and P&L performance
  
• Net Promoter Score (NPS) and member satisfaction
  
• Team retention and engagement