Customer Success Manager

About Inflection Club

https://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 Role

We 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 Responsibilities

Member Support

• Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot
• Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling
• Maintain a clear, professional, trustworthy voice consistent with the club's positioning - these are accredited, sophisticated investors
• Drive renewals and tier upgrades (Council Member → Principal → Chairman) through proactive relationship management

Member Engagement

• Proactively engage members across the lifecycle - post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recap
• Drive 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 works
• Define and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signal
• Spot at-risk members early - flag stalled engagement, missed Roundtables, unanswered deal materials - and re-engage before renewal risk crystallizes
• Move members up the engagement ladder and tier ladder over time

Analytics and Reporting

• Become the operator-level expert on the club's HubSpot instance
• Maintain the member access-fee ledger and any successor systems for revenue tracking
• Define and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-deal
• Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline

Cross-functional Support

• Collaborate with the team on tooling, process, and member-facing initiatives
• Help build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member base
• Take on adjacent admin and ops work as needed - this is a small team, hands-on role

Requirements

What You Bring

Must-Haves

• 2–6 years in Customer Success
• Strong understanding of subscription economics
• Experience working across multiple product lines (preferred)
• Proven experience reducing churn and increasing LTV
• Highly analytical and comfortable working with raw data
• Experience building dashboards and interpreting cohort analysis
• AI-native - actively using AI to improve output
• Comfortable building systems from zero
• Strong written communication

Strong Bonus

• Fintech / Crypto / Web3 experience
• Experience with HubSpot, PostHog, Whop, Circle
• Experience building Customer Health Index models
• Experience reconciling messy data across tools
• Experience in multi-product SaaS environments

Benefits

What We Offer

• Competitive salary + performance-based incentives tied to retention
• Direct exposure to founders
• Ability to shape the entire customer success function
• Remote work
• High ownership, high-impact role
• Growth into Head of Lifecycle / CS Operations / Revenue Ops