Director of Member Success
Shape the Experience. Build the Future.
At Uncharted Learning, we are revolutionizing K-12 education through entrepreneurial programs that empower students with real-world skills and mindsets. As a 501(c)3 nonprofit organization, our mission is to transform lives by inspiring young innovators, creators, and problem solvers. We collaborate with school districts and leaders across the U.S. who are ready to challenge the status quo and redefine what education can achieve. Are you passionate about creating exceptional member experiences, leading impactful teams, and driving long-term success? Do you thrive in building systems that deliver value and foster relationships?
Your Role: Driving Member Success and Professional Development
As our Director of Member Success, you will lead the service and professional learning team responsible for ensuring our customers are supported, equipped, and empowered to succeed with Uncharted Learning programs. In this pivotal role, you will oversee the team managing relationships with schools and educators, ensuring they receive top-tier support, guidance, and professional development. As part of the Leadership Team you will be collaborating with the Director of Programs and Director of Member Development to build frameworks for onboarding, retention, and ongoing engagement while managing professional development services to deliver measurable impact. This role requires a dynamic leader who can bridge sales, product, and service functions to create cohesive frameworks for onboarding, ongoing engagement, and professional learning.
Key Responsibilities
- Member Onboarding and Success Framework: Design and oversee onboarding processes that ensure member schools are prepared to implement Uncharted Learning’s suite of programs effectively
- Team Leadership: Manage and lead a team of Support Managers who work directly with schools and educators, providing coaching, guidance, and resources to ensure team success.
- Professional Development Oversight: Develop and execute a robust professional development strategy to support educators with tools and training that enhance program implementation and outcomes.
- Member Engagement and Retention: Drive member retention strategies, monitor metrics, and proactively address challenges to improve program satisfaction and adoption.
- Support Member Events: Support the planning and execution of member-facing events, such as workshops, webinars, networking opportunities, and student contests
- (INCubatoredu National Pitch, Student Showcase, AppVenture) to enhance member and student experiences.
- Alumni Strategy and Management: Develop and implement strategies to engage alumni, celebrating their success and fostering long-term relationships with the organization.
- Collaboration with Leadership: Partner with the leaders of Programs and Development and others on the leadership team to align efforts, share insights, and refine approaches to supporting member schools.
- Process and System Optimization: Continuously evaluate and improve processes, leveraging data and feedback to enhance efficiency and effectiveness.
What You Bring
- A passion for empowering educators and driving student success through impactful programs.
- Collaborative spirit and proven record as a team leader, manager, and people developer.
- Proficient in HubSpot, with experience managing content and contacts within the CRM for effective organization, engagement and measurement 5+ years of experience in customer success, member engagement, or similar roles, with a focus on education or nonprofit organizations preferred.
- Proven experience managing and developing high-performing teams.
- Expertise in designing and delivering professional development for educators.
- Strong organizational and project management skills, with the ability to balance multiple priorities effectively.
- Excellent interpersonal and communication skills, capable of building trust and rapport with diverse stakeholders.
- A results-oriented mindset with creativity and determination to address challenges and deliver outcomes.
- Familiarity with K-12 education and/or entrepreneurship programs is a plus.
Why Join Us?
At Uncharted Learning, we don’t just create programs—we create possibilities. We lead with empathy, go above and beyond to make a difference and bring creativity and determination every challenge. We also value a balanced and supportive work environment, knowing it fuels both personal and professional success.