# Customer Success Manager

**Company:** [Decentralized Masters](http://jobs.workable.com/companies/17Z8PQSge43ZL8izQqw1bf.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Fulfillment

[Apply for this job](http://jobs.workable.com/view/3d55f27f-3958-43ae-9016-c17219186b91)

## Description

### About Inflection Club

[https://www.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