Head of Member Services

ABOUT US:
For more than 10 years, New Law Business Model (NLBM) has empowered lawyers to break free from outdated, inefficient law practice models. We’ve built a proven, innovative framework that helps lawyers better serve their clients while creating thriving businesses. Join our dynamic team, dedicated to transforming the legal process of estate planning through modern, forward-thinking solutions.

Who our lawyers are: Attorneys who care about having a relational (not transactional) estate planning practice. They guide their clients on life & legacy planning in a way that keeps their families out of court and conflict. Some are just beginning their journey in estate planning, some are new business owners, and others have experience with both. In any case, our members desire to engage clients consistently, reclaim their time, and impact their communities in a deep way. Their exposure to spirituality, somatic modalities, and therapy varies.

WHY JOIN US?:

• Flexibility and 100% remote work with an established, high-achieving (4 years in a row Inc. 5000), experienced, and fun team.

• A culture that doesn’t just tell you, but rather shows you that we care about you, and that we support your fully integrated life.

• Ability to work with a team of smart and caring professionals who exemplify our values.

• A commitment to professional development and support for your growth.

• Comprehensive benefits including 401(k) matching, Dental, Vision, Medical, Life, and Long-Term Disability insurance, Employee assistance program, FSA/HSA options, and generous FTO.
  

POSITION OVERVIEW:

As the Head of Member Services, you will lead the charge in enhancing and developing service delivery channels that align with NLBM’s vision. This role is part of the SMG leadership team and will provide management and oversight for all elements of NLBM’s member services including: member support and member coaching. As a people-focused leader you will build and oversee a dynamic member team that facilitates and manages updates and innovative approaches to expanding the member base, increasing the average lifetime of members, and year-over-year revenue growth. You will work closely with leadership and our cross-functional team to drive initiatives and ensure strategic alignment with NLBM’s vision integral to the support of the company’s mission, delivering a world-class member experience.

Key Outcomes:

• Drive member retention, maintaining quarterly attrition rates at 10% or lower for core memberships and additional monthly recurring revenue products

• Enhance member satisfaction, maintaining or increasing Net Promoter Score and other leading indicators

• Optimize service delivery processes for efficiency and cost reduction, increasing member success rates and reducing Cost of Goods Sold (COGs)

• Collaborate with cross-functional teams to seamlessly integrate additional services and products into member journeys, increasing monthly revenue per user

Key Responsibilities:

Member Service Vision & Strategy:

• Establish KPIs and strategic goals for all ME departments (quarterly/annually), collaborating with the Executive Leadership team to ensure alignment with company goals

• Leverage qualitative and quantitative data to improve member business results and reduce attrition

• Analyze member feedback (recurring data captured and one-off escalations) to identify and prioritize improvement opportunities in delivery procedures, product optimization and team training

• Capture CEO & COO’s insights, evaluate and prioritize installment

• Extract department-wide intelligence for product, process and KPI improvements

• Install recurring reporting/review processes per product and stage of journey

Oversight, Development, and Ownership of MS Operational Structure:

• Lead and manage roles and capacity across the Coaching Team, PMA Team and Process Management Team (Delivery Ops), ensuring all Member Services functions/systems operate with clarity and efficacy

• Design and implement initiatives to increase team collaboration, job satisfaction, interpersonal connections among team members, as well as professional and personal growth of Member Service team members

• Serve as direct support and supervisor to senior members in the Member Service departments (member success and coaching), owning their KPIs / performance reviews, mentorship, and growth tracks within the organization

• Effectively and judiciously manage escalated member issues on an as-needed basis (case decisions on slack up to 1:1 member calls)

• Establish and oversee ongoing maintenance and reporting of critical data collections systems for support of the Member Services strategy

• Oversee reporting structures and review cadence set (qualitative and quantitative review of At Risk members, cancellations, NPS reporting, and surveys)

• Communicate product roll-out, bringing to coaches complete and comprehensive announcements before launch - hosting training and feedback sessions

• Represent company culture with courageous communication, direct truth and collaboration - trust based on congruence

• Responsible for coaching delivery and account management processes, reporting and review (collaborate with tech and relevant stakeholders to refine dashboards as needed)

• Leverage data capture and pattern recognition, identify team trainings needed to set delivery up for success

• Oversee member communication cadence (individually via templates across member journey and membership-wide when announcements or changes occur) and information dissemination

• Work with COO to meet departmental budget (creation, tracking and implementation)

• Oversee and develop member service related programs: Mentor Program, Peer Coach Program, Intern Program, VA Program

Cross-Functional & Strategic Partnerships:

• Liaise closely with cross functional teams including sales, marketing, IT & operations

• Provide feedback to sales, marketing, and product teams, measuring additional service/product effectiveness

• Improve upsell and cross-sell product clarity, timing, communication, and collaboration between enrollment agents and product delivery teams (onboarding, re-orientation, etc)

• Provide insights and suggestions for developing a network of strategic partners that creates additional revenue opportunities & increases member lifetime value

Community Building:

• Own development of NLBM events, supporting strategy setting and leading production team until additional owners are identified/onboarded

• Spearhead evaluation of ROI related to in person and online experiences

• Lead virtual member-wide challenges

• Develop reporting for member communities, and train/mentor community manager to support in compiling requested information

• Develop strategies for increasing member-to-member connection and overall engagement (from Facebook group to sparking local member meetups)

Key Performance Indicators:

• Attrition rate

• Net Promoter Score

• Member success metrics (on track:off track ratio)

• Cost of Goods Sold (COGs) for service delivery

• Average Revenue Per User (ARPU)

• Bachelor’s Degree in Business, Communications and/or related field preferred

• 10+ years of experience in member services, with a proven track record of improving member retention and expanding member teams

• Strong leadership and team management skills

• Exceptional communication and interpersonal abilities

• Analytical mindset with a focus on data-driven decision-making

• Ability to handle escalated member issues with professionalism and empathy

• Experience working collaboratively with cross-functional teams

• Proficiency (or ability to quickly learn and leverage systems) in hubspot, asana, memberhub

• Comfortable with ambiguity and able to quickly adjust strategy, people, and processes to align with the changing needs of the company

• Experience in partnering heavily with technology and product teams to ensure the development roadmap matches the customer experience requirements and priorities

• High-energy, results-driven, proactive leadership style
  

Base salary of $105,000-$135,000 depending on skills, years of relevant experience, performance, certifications, etc. plus bonus based on growth, customer retention, and CSAT, as well as the generous benefits listed above.

New Law Business Model is an equal opportunity employer and we value diversity at our company. We do not discriminate against otherwise qualified applicants on the basis of actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.