Member Success Manager

About Collective:

Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.

About the role:

Our members are solo entrepreneurs betting their livelihoods on their businesses. Most of them are not tax experts, and they shouldn’t have to be. As a Member Success Manager (MSM), you are the person who makes them feel looked after: you explain what’s happening with their taxes, payroll, and books in plain language, you catch problems early, and you help them make smart decisions as their business grows.

We are building toward a model where the routine work (chasing a document, nudging a bank connection, confirming a step) is handled by automation, and your time goes to what needs a person: judgment, technical depth, and real human conversations with members.

This is a proactive role, not a reactive one. You won't just be responding to tickets. You'll be working your queue and book systematically. Knowing who's at risk before they ask, spotting the members ready for the next step, and showing up early instead of late. The members you serve deserve someone in their corner before something goes wrong, and that’s how success will be measured in this role.

Please note: You are expected to be online and available for members 9am-5pm Pacific Time hours.

What you'll do:

• Guide members through the questions that keep solo business owners up at night: S-Corporations, reasonable salary, quarterly check-ins, estimated taxes, payroll, and how Collective works end to end.

• Resolve member needs quickly and warmly, and bring in our tax and accounting specialists when a case calls for them.

• Help members grow with us. When an upgrade, an added service, or a referral truly fits their situation, you have the conversation and close it, on the strength of the value to them rather than a quota.

• Use automation and AI as part of how you work, and tell us where they shine and where a human needs to step in.

• Keep clear records in Salesforce and our internal systems so every member’s story travels with them.

• Bring back what you hear from members to Product and Operations. Your input shapes what we build.

What you'll bring:

• 2+ years of client-facing tax and accounting or closely-related experience. You’ve done the work, not just worked near it, and you’re comfortable talking through S-Corp and payroll questions with a business owner.

• Experience supporting small business owners or self-employed clients, and a knack for making finances feel clear and manageable.

• A track record of helping customers expand what they use, with a story you’re proud of.

• Enthusiasm for automation. You’d rather let a system handle the routine so you can spend your energy on the human parts.

• Familiarity with tools like Xero, QuickBooks Online, Gusto, Salesforce, Slack, and Google Workspace, and quickness with new ones.

• Highly organized, proactive, and comfortable managing a large book of business in a fast-paced environment.

• Strong written and verbal communication skills with the ability to explain complex topics clearly.

• Resourceful, adaptable, collaborative, and detail-oriented, with a passion for helping entrepreneurs.

What we offer:

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule.

• Health & Wellness: $200 quarterly reimbursement to support your well-being.

• Fresh Lunch: Provided on in-office days for those in a hybrid schedule.

• Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.

• Health & Wellness: $200 quarterly reimbursement to support your well-being.

• Time Off: Flexible PTO plus 14 company holidays.

• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.

• Parental Leave: 16 weeks fully paid.

• Retirement & Ownership: 401k plan plus an equity package.

• Team Connection: Quarterly virtual events and an annual in-person summit.

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