What are the responsibilities and job description for the Director of Member Experience position at The New Flat Rate?
Director of Member Experience
Location: Dalton, GA (In-Office Preferred, Hybrid Possible)
Department: Member Experience
Status: Full-Time, Salaried Leadership Role
About The New Flat Rate
The New Flat Rate is the leading menu-pricing system for home service contractors. We help contractors grow, simplify selling, and build profitable, lasting businesses. Our Member Experience Department is the heartbeat of our company. It’s where relationships are developed, success is supported, and where our members feel taken care of, seen, and guided.
We are looking for a Director of Member Experience who will lead the team responsible for onboarding, retention, and ongoing member growth and satisfaction. This is not just a customer service role. This is a strategic leadership role that influences member success, revenue retention, expansion, and overall brand loyalty.
Who You Are
You’re a people-driven leader who knows how to move the scoreboard. You blend empathy and accountability. You understand that growth happens when relationships and results work in partnership.
- You love developing people and leading them toward their best performance.
- You naturally inspire confidence and trust.
- You know how to coach a team to meet daily KPIs (calls, outreach, follow-ups) and how to create clarity on expectations.
- You’re a strategic thinker who can design processes and improve systems.
- You can lead with warmth but also hold the line.
- You get energized when you see customers not just stay—but grow.
If you have a background leading Customer Success, Member Experience, Account Management, or post-sale Sales Teams—especially in SaaS or service-based businesses—this is a strong match. Extra gold stars if you’ve worked with or served contractors / home services.
What You’ll Do
You will own the full lifecycle of the member experience, including onboarding, retention, ongoing adoption, and expansions / upgrades.
Leadership & Team Development
- Lead, coach, inspire, and hold accountable the Member Experience Team.
- Establish and monitor daily, weekly, and monthly KPIs.
- Ensure the team knows who to call, when to call, and what to say.
- Run daily standups, weekly coaching, monthly performance reviews.
- Recruit, train, motivate, and elevate team talent.
Member Success & Retention
- Ensure every new member is successfully onboarded and activated.
- Build strong, lasting member relationships and community.
- Oversee renewal forecasting and retention strategies.
- Identify and solve friction points in the member journey.
Revenue Growth & Expansion
- Identify opportunities to cross-sell and upsell existing members.
- Equip the team with clear talk-tracks, scripts, and solution frameworks.
- Track performance metrics and continuously refine processes to increase revenue per member.
Operational Excellence
- Build and refine systems, workflows, and playbooks.
- Collaborate with Sales, Training, Product, and Leadership.
- Utilize CRM & reporting dashboards to drive data-backed decisions.
Traits That Will Help You Thrive Here
- Emotionally intelligent communicator
- Confident decision-maker
- Natural motivator
- Organized and process-minded
- Entrepreneurial spirit
- Results-driven without being aggressive
- Loves celebrating wins and solving roadblocks
You are a leader on the rise. Not someone who wants to maintain: someone who wants to build.
Qualifications
- 4 years leading Customer Success, Account Management, Member Experience, or similar post-sale teams
- Proven track record managing KPIs team performance
- Experience with CRM systems, reporting dashboards, and workflow design
- Experience with contractors, SaaS, or home services is a strong advantage
- Excellent communicator and relationship builder
- Strong operational and organizational skill set
Our Core Values
Innovative. Helpful. Driven. Ambassadors. We move first. We serve deeply. We pursue excellence. We represent our members and our mission with intention.
Benefits & Compensation
- Competitive salary based on experience
- Performance incentives
- Health, dental, vision
- 401(k) with company match
- Paid time off and paid holidays
- Cell phone allowance
- Gym or wellness allowance
- Continuing education allowance
- Family-friendly work environment
- A mission-driven culture where your work matters
Job Type: Full-time
Base Pay: From $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
Salary : $75,000