Account Manager (level 1)

Job Description:

Member Solutions Group · Hiring

Account Manager (Level 1)

You are the person a martial-arts school owner, a fitness studio operator, or a specialty-shop merchant thinks of when they think of Member Solutions. Not the platform, not the support line — you .

Reports to Chief Growth Officer Type Full-time, remote-friendly Compensation $55,000 USD base — whole comp. Standard company bonus applies separately.

The first 90 days are a pure trial. Pass/fail on measurable client-happiness signals. See "The 90-day trial" below.

The role in one paragraph

You are the person a martial-arts school owner, a fitness studio operator, or a specialty-shop merchant thinks of when they think of Member Solutions. Not the platform, not the support line — you . Your job is to make sure every client interaction feels professional, timely, and reliable, and to keep the top ~100 accounts by billing volume feeling like they are being actively cared for, with genuine understanding of their operations and challenges. You'll own the account-management motion across a book of ~500 clients, drive a small number of specific cross-team processes to completion end-to-end, and build the operational muscle — with AI leverage — that lets one person cover this current book size. Growth beyond it would justify additional hires.

Primary focus

Client happiness — four pillars

Client happiness is the whole point of this role. It gets delivered through four simultaneous, non-negotiable pillars :

1. Responsiveness

Inbound signal caught same-day. Hard problems have clear written expectations to resolution within 24 hours.

2. Effective problem-solving

The client's need flows end-to-end across every team it touches, or it gets handed off cleanly with the client knowing exactly what happens next. Loops close in writing. Hot potatoes escalate fast.

3. Building a self-healing MCP brain

Every recurring client question, every repeated process step, every cross-team seam-break gets captured into a shared knowledge base and evolved into an MCP or automation where it moves the metric. You are the primary input to this brain and its steward. This is how one person handles a book of 500 clients.

4. Bridging service and software

You're fluent in both — the client's operations and MSI's platform — and translating between them is core to the job. This runs in two directions. When a client's need can be solved in the software today, you show them, with real coaching. When it can't yet, you gather the evidence (which clients, what pain, what dollar value at risk) and route it to R&D through the RCB pipeline. And when something you're doing outside the platform is really working — a report clients keep asking for, a workflow that consistently delights, an insight that changes their behavior — you flag it: "should this exist in the platform?" MSI's not looking to bloat the product. The answer is yes when four things hold: multiple clients respond to it (not one), the dollar value is real (retention protected or expansion unlocked), the pattern is good enough that if it already existed in the platform and were removed the phone would ring off the hook, and keeping it in AI/service tooling long-term would cost or fail more than graduating it. When all four hold, you're the one who saw it first, and you route it to R&D the same way you'd route a Retention-Critical Bug. You are the mechanism that turns real client friction and real client delight into either a solved problem now or a shipped product improvement soon.

Scope

Book size and scope

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~500 clients total under this role's coverage

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~100 high-touch accounts (roughly the top 20% by billing volume, driving roughly 80% of the revenue) — known individually, proactive contact cadence, value reports matched to each client's need (weekly to quarterly)

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~400 mid-tier and long-tail accounts — the standard-service tier. Rarely touched by you directly, and often never — most self-serve thr