Overview
About 3i 3i is a rapidly growing, invitation-only community of private investors sharing deals, insights, and contacts. With a focus on alternative and off-market deal flow, shared benefits, and investor services, 3i serves as a kitchen table around which highly engaged high net worth individuals can discuss and debate compelling, unexpected opportunities in emerging sectors. Director of Member Success – New York 3i is seeking a Director of Member Success to lead the full post-sale member lifecycle – from onboarding and activation through engagement, retention, and renewal. This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function. You will partner closely with Executive Directors, Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalize
Full job description
Description
Full Job Description
About 3i
3i is a rapidly growing, invitation-only community of private investors sharing deals, insights, and contacts. With a focus on alternative and off-market deal flow, shared benefits, and investor services, 3i serves as a kitchen table around which highly engaged high net worth individuals can discuss and debate compelling, unexpected opportunities in emerging sectors.
Director of Member Success – New York
3i is seeking a Director of Member Success to lead the full post-sale member lifecycle – from onboarding and activation through engagement, retention, and renewal. This role is responsible for ensuring members consistently realize value from the network while helping build a scalable and operationally rigorous member success function.
You will partner closely with Executive Directors, Revenue Operations, Marketing, and New Member Growth leadership to deliver a highly personalized but scalable member experience. Success in this role is defined by member retention, engagement, activation, and overall member satisfaction and quality.
Responsibilities
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The full post-sale member journey across onboarding, activation, engagement, and renewal
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The “100-Day Path to Renewal”: the touchpoints, interventions, and escalations that secure long-term loyalty
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Retention forecasting and the save desk: terms, escalation paths, and intervention playbooks for at-risk renewals
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Member Health Score operationalization, in partnership with Revenue Operations
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High-stakes member situations – Code of Conduct, pricing disputes, sensitive cases requiring senior judgment
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Referral generation: turning the most engaged members into structured advocates
Success
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ICP renewal rate with cohort-level predictability
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Time-to-first-value for all new members
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Renewals confidently called green or red 90 days out
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Measurable lift in referral generation from existing members
About You
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6-9+ years in customer success, membership, client services, or relationship management leadership
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Experience in high-touch environments: private client services, investor networks, advisory businesses, or premium membership organizations
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Strong operator: data-informed approach to member health, retention, and forecasting
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Strong coach who raises the floor of the team and develops talent
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High agency: willing to write the playbooks, handle executive escalations, and personally save key renewals to build the system
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Member-centric mindset with close attention to detail and experience quality
Why Join 3i
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Help shape the future of a highly curated investor network
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Lead a critical function focused on long-term member value creation
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Work alongside founders, operators, and investors in a high-growth environment
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Build scalable systems that improve both member experience and business performance
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Opportunity to help define what modern membership success looks like
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Verification notes
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