Director of Member Experience
You don't just lead teams. You build movements.
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.
What You'll Own
Building and leading the Member Success teamCreating and tracking KPIs across retention, satisfaction, and engagementOwning the department P&L and budgetOverseeing renewal forecasting, retention strategy, and member referral initiativesRepresenting the Member's voice at the executive leadership tablePartnering cross-functionally with operations, acquisitions, and leadership strategyAdvising on member-facing tech tools and systems (app, dashboard, member site)
You're Likely a Fit If You...
Have led high-performing CX, Client Success, or Member Advocacy departmentsThrive in executive roles that require systems thinking and emotional intelligenceCan translate data into decisions—and decisions into impactHave experience building or scaling departments from scratchKnow how to lead people with clarity, care, and accountabilityAre energized by mission-driven businesses and visibility at the leadership table
Key Metrics You'll Influence
Member retention, renewal, and referral ratesDepartmental efficiency and P&L performanceNet Promoter Score (NPS) and member satisfactionTeam retention and engagement
Apply Now
Apply Now
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.
What You'll Own
Building and leading the Member Success teamCreating and tracking KPIs across retention, satisfaction, and engagementOwning the department P&L and budgetOverseeing renewal forecasting, retention strategy, and member referral initiativesRepresenting the Member's voice at the executive leadership tablePartnering cross-functionally with operations, acquisitions, and leadership strategyAdvising on member-facing tech tools and systems (app, dashboard, member site)
You're Likely a Fit If You...
Have led high-performing CX, Client Success, or Member Advocacy departmentsThrive in executive roles that require systems thinking and emotional intelligenceCan translate data into decisions—and decisions into impactHave experience building or scaling departments from scratchKnow how to lead people with clarity, care, and accountabilityAre energized by mission-driven businesses and visibility at the leadership table
Key Metrics You'll Influence
Member retention, renewal, and referral ratesDepartmental efficiency and P&L performanceNet Promoter Score (NPS) and member satisfactionTeam retention and engagement
Apply Now
Apply Now