Customer Success Manager

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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