Customer Success Manager

About 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?

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