Customer Success Manager

About Inflection Clubhttps://www.inflection.club/Inflection Club is a private investor club that gives a small, vetted group of members curated access to exclusive private-market opportunities in AI, robotics, longevity, and infrastructure - deal by deal, without the constraints of a traditional fund.Each deal is presented to members individually; members choose whether to invest through a deal-specific SPV. There is no fund vehicle and no management fee. Revenue comes from annual membership access fees ($15,000–$30,000/member/year, variable by tier) and 20% carried interest on profitable exits, paid after each deal's liquidity event.The club has 35 paying members today and is a Catalyst Capital portfolio company. The exclusive member source is Decentralized Masters' Platinum and Gold cohorts. The official member-call format is The Roundtable - 12 calls per year.This is a small team (founders + DoO today). Joining means owning member success end-to-end, working directly with the founders on member-facing decisions, and helping set the bar for how the club treats its members.What will you do? About the RoleWe are looking for a Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 35 members toward its next inflection point.This is a high-touch role serving a small number of high-net-worth investors. Member trust, communication discipline, and operational reliability matter more than volume. The CSM will work directly with the Director of Community and Director of Investments.Key ResponsibilitiesMember SupportHandle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpotAnswer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable schedulingMaintain a clear, professional, trustworthy voice consistent with the club's positioning - these are accredited, sophisticated investorsDrive renewals and tier upgrades (Council Member → Principal → Chairman) through proactive relationship managementMember EngagementProactively engage members across the lifecycle - post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recapDrive Roundtable attendance and participation (12 calls/year is the official member-call cadence)Test and refine engagement playbooks; work with the team to systematize what worksDefine and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signalSpot at-risk members early - flag stalled engagement, missed Roundtables, unanswered deal materials - and re-engage before renewal risk crystallizesMove members up the engagement ladder and tier ladder over timeAnalytics and ReportingBecome the operator-level expert on the club's HubSpot instanceMaintain the member access-fee ledger and any successor systems for revenue trackingDefine and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-dealShare weekly insights with the team on member health, at-risk accounts, and renewal pipelineCross-functional SupportCollaborate with the team on tooling, process, and member-facing initiativesHelp build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member baseTake on adjacent admin and ops work as needed - this is a small team, hands-on roleRequirementsWhat You BringMust-Haves2–6 years in Customer Success Strong understanding of subscription economicsExperience working across multiple product lines (preferred)Proven experience reducing churn and increasing LTVHighly analytical and comfortable working with raw dataExperience building dashboards and interpreting cohort analysisAI-native - actively using AI to improve outputComfortable building systems from zeroStrong written communicationStrong BonusFintech / Crypto / Web3 experienceExperience with HubSpot, PostHog, Whop, CircleExperience building Customer Health Index modelsExperience reconciling messy data across toolsExperience in multi-product SaaS environmentsBenefitsWhat We OfferCompetitive salary + performance-based incentives tied to retentionDirect exposure to foundersAbility to shape the entire customer success functionRemote workHigh ownership, high-impact roleGrowth into Head of Lifecycle / CS Operations / Revenue OpsOriginally posted on Himalayas