Senior Member Care Specialist
About Us:
For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing.
The Mission
This Senior Member Care Specialist role is for someone who leads with empathy, thinks critically under pressure, and brings both operational discipline and emotional intelligence to every member interaction. You'll thrive here if you're the kind of person who reads between the lines, knows how to move someone from frustration to forward momentum, and genuinely cares about seeing the people you support succeed.
You'll be the central advocate for estate planning attorneys navigating their membership journey, our managed implementation systems, and technical product stack, while also owning the accounts receivable conversations that keep our community financially healthy. You are equal parts member advocate, systems navigator, and clear communicator who isn't afraid to have direct, supportive conversations around billing, financial commitments, and difficult moments.
You should not apply if you wait to be told what to do, view accounts receivable as purely transactional debt collection, struggle with high-volume CRM management, or dislike working cross-functionally across technical, product, and coaching teams.
Requirements
What You’ll Do
You’ll own the full lifecycle of assigned member accounts across our product portfolio, acting as their primary operational contact from onboarding through retention, with a specialized focus on our technical implementation platform and Accounts Receivable (A/R) support.
Pillar 1: Membership Support & Tiered Triage
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Serve as members' first point of contact for day-to-day support requests, answering emails and inquiries directly and resolving them within SLA response and resolution targets. Escalating to Coaching, Solutions Engineers, Product, or Web Developers when specialized follow-up is needed.
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Maintain an active account roster, proactively monitoring engagement, check-ins, and survey signals to identify at-risk members early and ensure lawyers are adopting our systems, executing retention interventions and coordinating tier upgrades, downgrades, cancellations, and reactivations with care and clarity.
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Troubleshoot access, setup, and implementation issues for members, coordinating with Operations, LBSCs, and Onboarding Specialists to keep the experience cohesive.
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Facilitate Group Coaching call support and surface member trends and friction points to drive continuous improvement across the member experience.
Pillar 2: Accelerator Product & Technical Support
Accelerator is NLBM's tiered implementation program that helps Personal Family Lawyer firms put their systems into practice through our CRM system and technical product stack. Here, you will:
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Lead new-member onboarding for Accelerator, including kickoff calls, resource orientation, and success planning alongside Solutions Engineers.
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Monitor Accelerator cohort health, proactively escalating disengagement or underperformance to Member Care leadership and Product.
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Troubleshoot access, setup, and implementation issues directly with members and Solutions Engineers; support tier transitions between Launch, Pro, and Elite.
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Act as the liaison for website and CRM technical requests (customizations, DNS connection calls, tier-based limitations) with Web Developers and other technical resources.
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Proactively build familiarity wit