Member Success Representative

The New Flat Rate (TNFR) partners with HVAC, Plumbing, and Electrical service companies to improve sales performance, technician confidence, and operational consistency through a proven flat-rate pricing and sales system.

As a Member Success Representative, you will embody TNFR’s core values:

Innovative – Continuously improving the Member experience and identifying new ways to help Members succeed.

Helpful – Serving as a trusted advisor and resource for Members.

Driven – Proactively identifying opportunities to improve Member performance and satisfaction.

Ambassador – Representing TNFR’s mission, methodology, and brand with professionalism.

Reports To: Director of Member Experience

Help Our Members Win — And Grow With Them

If you are someone who:

• Builds strong relationships with customers

• Enjoys helping people succeed and solve problems

• Is comfortable discussing solutions and selling value

• Wants to play a key role in customer success and revenue growth

…this may be the role for you.

The Member Success Manager serves as the primary relationship owner for TNFR Members. This role works closely with Members from onboarding through long-term engagement to ensure successful adoption of the TNFR system.

The Member Success Manager helps Members navigate questions, deepen adoption of the program, strengthen relationships, and introduce additional products and services that help Members grow their business.

Member Onboarding

• Guide new Members through the onboarding process

• Ensure Members understand TNFR systems, resources, and training opportunities

• Coordinate with internal teams to ensure a smooth implementation experience

• Proactively follow up during the first 90 days to ensure adoption and success

Member Relationship Management

• Serve as the primary point of contact for assigned Member accounts

• Build trusted advisor relationships with owners, managers, and staff

• Maintain regular communication through calls, meetings, and check-ins

• Identify Member needs and proactively provide solutions

Member Support & Success

• Answer Member questions regarding the TNFR program and services

• Coordinate internally with Training and Field Performance teams to resolve issues

• Ensure Members are utilizing available tools and resources

• Monitor Member engagement and proactively address adoption gaps

Member Growth & Product Expansion

• Identify opportunities to introduce additional TNFR products and services

• Educate Members on program upgrades, training opportunities, and new offerings

• Present solutions that align with the Member’s business goals

• Collaborate with Sales and Training teams to support Member growth

Retention & Engagement

• Identify at-risk Members and proactively intervene

• Strengthen relationships to maintain long-term partnerships

• Facilitate solutions that improve Member satisfaction and success

• Support renewal and retention efforts

• Member Retention Rate

• Member Satisfaction (CSAT)

• Member Engagement (touchpoints and follow-ups)

• Onboarding Success Rate

• Upsell / Expansion Revenue

• Account Growth

Required

• 2 years experience in Account Management, Customer Success, or Relationship Management

• Strong interpersonal and communication skills

• Ability to build trusted relationships with business owners and managers

• Strong organizational and follow-up skills

Preferred

• Experience working with service businesses (HVAC, Plumbing, Electrical)

• Customer Success or SaaS account management experience

• Experience managing multiple client relationships simultaneously

• Background in training, coaching, or consulting

This is an office-based position located in Dalton, GA.

The New Flat Rate is an Equal Opportunity Employer.