Director of Customer Development

Customers Served: YMCAs, JCCs, and Faith-Based Institutions
Reports To: EVP of Operations
Position Type: Full-time
Location: Charleston, SC / Remote

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Position Overview

Memberworks is seeking a Director of Customer Development to lead and elevate the customer experience across onboarding, training, engagement, and long-term success. This role is critical in ensuring our customers—YMCAs, JCCs, and faith-based organizations—fully adopt, understand, and maximize the value of the Memberworks platform.

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The ideal candidate is a customer advocate, relationship builder, and strategic operator who thrives at the intersection of customer success, product innovation, and cross-functional collaboration.

 

Key Responsibilities

 

Customer Onboarding & Training

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• Lead and continuously improve the customer onboarding experience from implementation through go-live

• Design and deliver customer training programs that ensure confident platform adoption

• Establish best practices and scalable processes for onboarding and training across diverse organizations

 

Customer Engagement & Success

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• Develop and maintain strong, trusted relationships with customers at all levels

• Proactively engage customers to drive product adoption, satisfaction, and long-term retention

• Monitor customer health indicators and take action to prevent churn and maximize success outcomes

 

Voice of the Customer & Product Collaboration

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• Actively engage customers to gather product feedback, feature requests, and innovation ideas

• Partner closely with the Memberworks Product Development team to translate customer needs into actionable insights

• Ensure customer priorities are clearly articulated and represented in product planning discussions

 

Marketing & Narrative Alignment

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• Collaborate with the marketing team to ensure customer-facing materials, messaging, and positioning resonate with real customer needs

• Contribute customer stories, insights, and feedback to strengthen marketing narratives and value propositions

• Assist in aligning sales, marketing, and customer success messaging into a cohesive customer journey

 

Qualifications & Experience

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• 7+ years of experience in Customer Success, Customer Development, or Account Management, preferably in SaaS or technology-enabled services

• Proven experience leading customer onboarding, training, and engagement initiatives

• Strong ability to communicate with both technical and non-technical audiences

• Experience working with mission-driven organizations (nonprofits, associations, education, or faith-based institutions) strongly preferred

• Demonstrated ability to collaborate effectively across product, operations, and marketing teams

• Excellent interpersonal, organizational, and presentation skills

 

What Success Looks Like in This Role

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• Customers consistently report high satisfaction, engagement, and confidence in the Memberworks platform

• Onboarding timelines shorten, adoption increases, and customer retention improves

• Customer insights meaningfully influence product development and innovation

• Memberworks marketing narratives reflect authentic customer language and real-world value

 

 

Why Join Memberworks

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• Make a direct impact on mission-driven organizations that serve communities nationwide

• Work with a collaborative, purpose-oriented leadership and product team

• Help shape the future of a growing SaaS platform designed for organizations that matter

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