Member Success Specialist Virtual Fulltime

Wealth Counsel brings together the best - the best drafting software and legal tools, the best educators, the best support staff, and the best collegial community - to cultivate the growth and success of its member attorneys and their clients. We recently added another “best” to our toolbelt when we were awarded the 2025 Best Place to Work in the Cloud
. The Cloud Awards is one of the longest-running awards platforms of its kind and recognizes the latest achievements and innovations in cloud computing.

We’re committed to fostering a positive work environment that is backed up by competitive benefits (see below) and a culture of collaboration. As we continue to expand, we are seeking a motivated and driven Member Success Specialist to join our team.

Every Wealth Counsel employee is dedicated to enhancing the member experience for thousands of our members. Member Success Specialists (MSS) are responsible for maximizing member satisfaction and loyalty to Wealth Counsel, ultimately driving long-term retention. This is achieved through a positive onboarding process and prompt, efficient responsiveness to member needs. The MSS serves as the primary point of contact for members, collaborating with various departments to effectively address member needs.

This role is a balance of proactive outreach and reactive support.

• Develop and maintain long-term relationships with assigned member firms through onboarding new members, training, monitoring engagement, ensuring adoption, and striving for high levels of member satisfaction.
• Provide timely responses to all incoming member live calls/chats, emails, and inquiries.
• Ensure all member data is accurately and clearly logged in Salesforce (CRM) in a timely fashion.
• Proactively reach out to members within the first year of membership to ensure they are up to date with our latest developments and utilizing all member benefits.
• Demonstrate a strong work ethic, taking ownership and accountability for successful assignment completion, and maintaining self-imposed standards of excellence.
• Assist Members with general troubleshooting issues.
• Occasional travel required for company events.

• Contact new members when they join to provide a personalized, goal-oriented onboarding experience for new members.
• Makes an impactful first impression during the first 30 days to ensure members are set up for success.
• Use guided touchpoints/tasks during the member journey and leverages Wealth Counsel solutions, membership benefits, and support to achieve their 12-month journey and beyond.
• Share legal education, drafting resources, practice building, and marketing solutions to members.
• Proactively utilize internal resources to identify “at-risk” members and liaise with other departments to work through roadblocks and facilitate training and solutions for members.
• Understand the challenges and needs of members to provide and facilitate effective solutions.
• Actively engage with members considering termination of their membership or subscription(s), aiming to retain them. Provide tailored solutions for members experiencing financial difficulties or struggling with their practice.
• Manage the cancellation process when a subscription cannot be saved within the first year of membership.

• Bachelor's degree or equivalent experience in a direct customer service role, handling numerous phone and email inquiries every day.
• Paralegal training or experience is a plus.
• A high-level performer who excels in both a team and individual environment.
• An extremely motivated individual who is passionate about their work and helping members achieve success.
• Aptitude to develop a deep understanding and familiarity with Wealth Counsel solutions, tools, and resources to provide training to individuals or small groups.
• Demonstrable ability to work under pressure, and be flexible and adaptable in a changing environment.
• A deep desire to continuously develop skills and knowledge.
• Excellent listening skills with the ability to ask probing questions and understand concerns.
• Excepti…