Member Success Representative

Location: Remote within the United States; applicants must be authorized to work for any US employer. Working hours are 8:00 AM–5:00 PM, Monday through Friday.

Salary: $21.00–$23.00 per hour, based on experience and qualifications.

Company

hirify.global provides retail consumer insights, analytics, consulting services, and data tools for the Health & Wellness and values-based consumer market.

What you will do

• Serve as the primary point of contact for assigned and incoming member inquiries, managing cases from initial outreach through resolution in the CRM.
• Guide new members through their first 60 days, including platform access, product submissions, Professional Capture requirements, processing, and publication workflows.
• Support renewals and retention by explaining membership pricing and value, identifying cancellation risks, and conducting proactive outreach.
• Resolve invoice, payment status, account standing, and membership questions in partnership with Finance, Billing, Sales, Product, and support teams.
• Educate members on the hirify.global IX-ONE Platform, product content workflows, retailer and distributor participation, and available specialized services.
• Maintain accurate CRM records, follow up proactively, and coordinate escalations while retaining ownership of the member experience.

Requirements

• At least 2 years of experience in Customer Success, Member Success, Account Management, Client Services, Customer Support, or a similar customer-facing role.
• Strong written and verbal communication skills, including the ability to speak directly with customers by phone and video.
• Ability to manage multiple accounts, cases, priorities, and follow-ups while maintaining accurate documentation.
• Ability to investigate issues, resolve problems, navigate sensitive customer conversations, and coordinate across internal teams.
• Comfort learning multiple systems, workflows, and business processes, including CRM or case-management platforms.
• Reliable high-speed internet, availability Monday through Friday from 8:00 AM to 5:00 PM, and authorization to work for any US employer are required.

Nice to have

• Experience in Customer Success or Account Management within SaaS, data, retail, CPG, technology, or membership-based organizations.
• Experience with renewals, retention, customer account health, pricing, contracts, invoices, or account status discussions.
• Experience working with retailers, distributors, brands, manufacturers, or consumer packaged goods companies.
• Familiarity with Microsoft Office, Teams, SharePoint, Excel, product content, UPC/GTIN information, GDSN, or product syndication.

Culture & Benefits

• Remote position with a collaborative, flexible, and communicative work culture.
• Hybrid work options are supported across the broader organization.
• Paid volunteer time and matched charitable donations.
• Semi-annual company-wide employee surveys help shape programs, perks, and culture.
• Visa sponsorship and takeover of existing employment visa sponsorship are not available.