Program Manager, Member Success

Position Summary

The Program Manager, Member Success plays a key role in developing, strengthening, and expanding AWS membership programs that support both corporate and individual growth. This role focuses on designing and enhancing offerings that increase member value, deepen engagement, and drive retention across all membership types, with a special emphasis on corporate relationships. The Program Manager will analyze member needs, identify growth opportunities, and collaborate with cross-functional teams to build scalable, customer-focused solutions. In addition, the role oversees essential operational tasks such as onboarding, record accuracy, and timely member communication to ensure a seamless and high-quality experience that reflects our commitment to Customer Success.

Essential Duties

•    Maintain accurate membership records by reviewing data regularly, resolving discrepancies, and ensuring updates are made quickly and correctly.

•    Coordinate and deliver timely member communications, including program updates, renewal reminders, and value-added content that keeps members informed and engaged.

•    Lead onboarding efforts to ensure new members experience a smooth, high-quality start that reflects AWS’s commitment to Customer Success.

•    Develop and grow membership programs that support both corporate and individual member growth, increasing value and long-term engagement.

•    Design and enhance membership offerings by gathering feedback, studying member needs, and identifying trends that drive program improvements.

•    Build strong relationships with corporate members, serving as their primary point of contact and helping them maximize the benefits of AWS membership.

•    Oversee Corporate Milestone Recognition program ensuring recognition is completed in a timely manner.

•    Analyze membership data and insights to identify growth opportunities, track performance, and recommend new strategies for recruitment and retention.

•    Collaborate with cross-functional teams such as Marketing, Customer Success, Certification, and Events to deliver solutions that are aligned, scalable, and customer-focused.

•    Support continuous improvement of membership processes, working with internal teams to streamline workflows, remove barriers, and enhance the overall member experience.

•    Monitor program performance and report results to leadership, providing recommendations grounded in Business Acumen and data-driven decision making. 

Supervision Exercised

•    None

Required Knowledge, Skills & Abilities

•    Strong program development skills, with the ability to design, enhance, and grow membership offerings that increase value and support long-term engagement.

•    Knowledge of membership models, including corporate and individual membership structures, value propositions, and retention strategies.

•    Ability to analyze data and member insights to identify trends, assess needs, and make sound recommendations that support growth and Business Acumen.

•    Excellent relationship-building skills, especially with corporate partners, to deepen engagement and strengthen long-term membership commitments.

•    Strong collaboration skills, with the ability to work effectively across departments such as Marketing, Customer Success, Certification, Events, and Finance to deliver unified, customer-focused solutions.

•    Exceptional communication skills, including the ability to create clear, timely, and engaging messages for members at all stages of the membership journey.

•    High attention to detail, especially in maintaining accurate records, ensuring data integrity, and supporting seamless operational workflows.

•    Ability to manage multiple priorities with a Sense of Urgency, meeting deadlines while delivering a consistent, high-quality member experience.

•    Problem-solving and process-improvement ability, with a mindset for identifying gaps, streamlining workflows, and enhancing the overall membership experience.

•    Comfort with CRM and membership management systems, along with the ability to learn new tools quickly and use technology to improve program visibility and performance.

Required Education and Experience

•    Bachelor’s degree preferred.

•    Minimum three years’ experience as manager/leader of organizational programs.

Competencies Required

•    Collaboration

•    Continuous Improvement

•    Drives Results

Special Requirements, Licenses, or Certifications

•    None

Working Conditions and Required Physical Abilities

When working on site, this position is located in a quiet to moderately noisy indoor office environment.  Up to 50% of work may be performed remotely; must attend meetings on site.

Individuals in this type of position must have the use of sensory skills in order to effectively communicate with other employees and the public through use of the telephone and personal contact as normally defined by the ability to see, read, talk, sit, stand, hear, use of fingers in order to handle, feel or operate objects and write.  Must have the physical capabilities to move about the office and to effectively use and operate various items of office related equipment, such as but not limited to personal computer, calculator, copy and fax machines.  Must be able to remain seated at a keyboard or desk for extended periods. Must be able to lift, carry, and/or push/pull articles weighing up to 20 lbs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the job.