You're Our New
Member Success Lead
We're handing you the keys to our member success function. Here's the situation, here's the team, here's the challenge. Now tell us: What would you do?
The Situation
Active Members
Across 4 program tiers: Launchpad, Accelerate, Mastermind, Titans
Avg Monthly Payment
~$6.3M annual revenue from memberships
Current Monthly Churn
~14 members & $21K lost per month
Target Churn Rate
Your primary objective
What Members Get
Comprehensive seven-figure agency methodology and resources
Regular sessions with their assigned success coach
3 exclusive in-person events per year
Your Team
Success Coaches
Part-time coaches who have built their own seven-figure agencies following our methodology. They handle 1:1 sessions with assigned members.
Onboarding Specialist
Dedicated to new member onboarding and ensuring they get started on the right foot.
Support Team
Coach coordinator and content support team to help operations run smoothly.
Your Challenge
Your main focus as Member Success Team Lead is to ensure our members are winning with our program and to improve member retention.
We averaged a 4% monthly churn last year and are focused on getting that down to 3% or less. That's approximately 14 members and $21,000 in monthly recurring revenue we're losing every month.
Now, Tell Us...
What would you focus on day-to-day?
Given this team structure and member base, how would you spend your time? What would your daily, weekly, monthly, and quarterly rhythms look like?
What metrics would you want to track?
Beyond the obvious churn rate, what specific metrics would you monitor to understand member health and predict problems before they happen?
How would you action those metrics?
When you see a concerning trend or an at-risk member, what would you do? What intervention protocols would you establish?
What initiatives would you put in place?
What programs, systems, or processes would you implement to systematically improve retention and member success?
Bonus: Think Deeper
If you really want to impress us, consider these strategic questions:
What do you think are the top 3 reasons members are churning, and how would you validate your hypotheses?
How would you leverage the 12 part-time coaches more effectively? What about their structure might need to change?
What does "winning" look like for members at different stages of their journey, and how would you measure it?
If you could only implement ONE initiative in your first 90 days, what would it be and why?
How would you balance reactive support (helping struggling members) with proactive success (helping all members win bigger)?
Your First 30-60-90 Days
Walk us through your plan for the first three months. What would you do in each phase?
Days 1-30
What would you focus on learning? Who would you talk to? What data would you analyze?
Days 31-60
What quick wins would you implement? What processes would you start building?
Days 61-90
What major initiative would you launch? What results would you expect to see?
How to Submit Your Response
Create a Google Doc
Write out your detailed responses to all the questions above. Structure it clearly with headers for each section. Make sure the document is set to "Anyone with the link can view."
Record a Loom Video
Record a 10-15 minute Loom video walking through your approach. Share your screen with the Google Doc and talk us through your thinking. Let us hear your communication style and thought process.
Email Your Submission To:
Subject line: Member Success Team Lead - [Your Name]
Email body: Brief intro + links to your Google Doc and Loom video