Head of Member Success

HEAD OF MEMBER SUCCESS Beyond'Norme · Remote · Equity-First ───────────────────────────────── WHAT WE ARE Beyond'Norme is an AI-native execution platform — the operating system for serious operators in sales, consulting, and entrepreneurship. Not a course platform. Not a community tool. An execution OS that replaces Kajabi, Circle, and Skool entirely. The infrastructure is production-grade, live, and independently audited. Built solo by the founder. Real members, real payments, real product. ───────────────────────────────── WHAT EXISTS TODAY — 99 API routes deployed on Vercel Edge — 81 database migrations in production — Next.js 16 App Router, fully live — PBAC — 55 permissions, 40+ roles, 11 departments — Dual-provider billing — Stripe + Gumroad — Live AI call copilot, VOC Decoder, Deal Memory Engine — Financial KPI Engine — 12 metrics computed daily — Autonomous Hiring Metrics System — 28 transactional email templates via Resend — 5 automated Vercel cron jobs — Sentry across 3 runtimes, Upstash Redis, AWS S3 The platform is built. Now it needs people in it. ───────────────────────────────── YOUR MANDATE Beyond'Norme is an execution OS for entrepreneurs. The product delivers. But retention doesn't come from features — it comes from the experience members have every day they use the platform. You own the relationship layer end to end. Not support tickets. The entire member operating experience: onboarding, health scoring, retention, community engagement, success outcomes, and escalation. If a member succeeds, they stay. If they stay, they refer. If they refer, we grow. You are the engine that makes that loop work. ───────────────────────────────── WHAT YOU'LL OWN ONBOARDING & ACTIVATION — Design and execute the member onboarding flow from signup to first value — Build activation milestones that get members to their "aha moment" within the first 7 days — Own the daily check-in ritual system (exists in the platform — you optimize it for retention) — Reduce time-to-value from days to hours HEALTH SCORING & RETENTION — Build and maintain member health scoring (AI engine exists — you define the signals) — Identify at-risk members before they churn using KPI data and engagement patterns — Own the retention check system (cron infrastructure exists — you define the intervention logic) — Design re-engagement campaigns for dormant members — Target: <5% monthly churn COMMUNITY & ENGAGEMENT — The community platform exists with channels, events, RSVPs. You make it feel alive. — Design engagement mechanics that turn passive members into active operators — Own member events, standups, weekly wins, and community rhythms — Build peer-to-peer accountability systems within the member base SUPPORT & SUCCESS — Own the support queue and escalation framework — Build self-serve resources so members can solve problems without contacting anyone — Define SLAs for response time and resolution time — Work with the Growth Lead on lifecycle emails that drive retention MEMBER VOICE — Be the voice of the member inside the company — Surface patterns from support tickets, health scores, and engagement data to the founder, engineer, and designer — Drive product decisions based on member outcomes, not feature requests ───────────────────────────────── WHAT'S ALREADY BUILT FOR YOU The product has member success infrastructure ready to activate: — Daily check-in system with streak tracking — KPI engine with 12 daily metrics (member health data ready for scoring) — Retention check cron job (needs logic — you define the rules) — 28 transactional email templates ready for lifecycle sequences — Community platform with channels, events, RSVP system — Admin audit log for tracking member activity — PBAC system for segmenting members by role and access level — Notification system (built — you configure the triggers) You are not starting from zero. You are optimizing a machine that's already running. ───────────────────────────────── YOUR FIRST 90 DAYS Days 1–30: Audit & Foundation — Audit current member experience from signup to daily usage — Map the full member journey and identify drop-off points — Define health score criteria and signals — Set baseline retention metrics — Build onboarding flow documentation Days 31–60: First Retention Loop — Launch health scoring system with automated alerts for at-risk members — Implement re-engagement sequence for dormant members — Design and launch first weekly standup rhythm — Build support queue with response time tracking Days 61–90: Systematize & Scale — Ship retention dashboard with real-time member health data — Design referral loop for highly engaged members — Establish weekly member success reporting cadence — Deliver first retention report with insights and action plan ───────────────────────────────── THE FOREVER ROLE This is not a customer support manager role. You build the relationship layer that makes Beyond'Norme indispensable to its members. You own: Onboarding — activation rate, time-to-value, first-week engagement Retention — health scoring, churn prediction, intervention design Community — engagement mechanics, events, peer accountability Support — queue management, escalation, self-serve resources Member voice — product feedback, pattern recognition, outcomes reporting As the company grows, you will hire and lead a member success team. But first, you build the engine yourself. ───────────────────────────────── PERFORMANCE TARGETS — Monthly churn <5% — First-week activation rate >60% — Average response time to support requests <4 hours — Member health score coverage on 100% of active members — Net Promoter Score (NPS) >50 ───────────────────────────────── COMPENSATION This is a founding team role. Compensation is equity-based until the company raises funding or reaches revenue milestones that support salaries. Work begins when the full founding team is assembled. Equity: 1.5–3% vesting over 4 years — 6-month cliff — Monthly vesting thereafter — Single-trigger acceleration on change of control (50% of unvested accelerates) — Equity refreshes at each funding round Starting ranges, not caps. Market-rate salary is the goal at scale. The floor rises as the team performs. Company Formation: Within 14 days of your start date Equity Documentation: Within 14 days after company formation (28 days total) ───────────────────────────────── WHO THIS IS FOR — You have built member success systems before, not just answered support tickets — You think in retention metrics, health scores, and engagement loops — You can look at a product and identify the five things that keep members coming back — You're comfortable with ambiguity — the playbook doesn't exist yet — You want to be the person who made sure nobody churned WHO THIS IS NOT FOR — You need a support team, a content team, and a CRM admin before you can move — You define success by "tickets closed" rather than retention rate — You've never owned a churn metric — You need a detailed SOP for every member interaction ───────────────────────────────── HOW TO APPLY No resume. Send one of these: — A retention system you'd build in the first 30 days and why — A critique of Beyond'Norme's member experience (explore ) — Your thesis on what makes entrepreneurs stay in a platform We're not looking for people passing through. We're looking for someone committed to building this for the next decade. or Apply at: beyondnorme.com/founding-team ─────────────────────────────────