You do not simply lead groups. You construct actions.
At How you can Handle a Small Legislation Agency (HTM), we serve entrepreneurial attorneys who need to construct companies which can be worthwhile, purpose-driven, and systematized. Our members aren’t simply shoppers—they’re companions on a progress journey.
We’re hiring a Director of Member Expertise (DME) to architect and lead all the Member Success perform from the bottom up. This is not buyer assist—it is govt management with direct impression on firm profitability, model fairness, and long-term retention.
This function begins as a builder and shortly grows right into a strategic chief. You may first function as a frontline Member Success Advocate (MSA)—studying the function, creating and refining methods, and documenting the playbook. Then, you may scale the division: rent, prepare, and lead the MSA staff; implement renewal and engagement methods; and personal the strategic oversight of Member Success throughout our nationwide community.
What You may Personal
- Constructing and main the Member Success staff
- Creating and monitoring KPIs throughout retention, satisfaction, and engagement
- Proudly owning the division P&L and price range
- Overseeing renewal forecasting, retention technique, and member referral initiatives
- Representing the Member’s voice on the govt management desk
- Partnering cross-functionally with operations, acquisitions, and management technique
- Advising on member-facing tech instruments and methods (app, dashboard, member web site)
You are Probably a Match If You…
- Have led high-performing CX, Consumer Success, or Member Advocacy departments
- Thrive in govt roles that require methods considering and emotional intelligence
- Can translate knowledge into choices—and choices into impression
- Have expertise constructing or scaling departments from scratch
- Know lead individuals with readability, care, and accountability
- Are energized by mission-driven companies and visibility on the management desk
Key Metrics You may Affect
- Member retention, renewal, and referral charges
- Departmental effectivity and P&L efficiency
- Web Promoter Rating (NPS) and member satisfaction
- Staff retention and engagement