Decentralized Masters→
Customer Success Manager at Decentralized… · State of…
Skills
Job Description
Mission
Make every Inflection Club member feel served, informed, and confident from the moment they finish onboarding through every deal they consider. Drive retention, deal participation, and renewal across the Council Member, Principal, and Chairman tiers by ensuring each member gets the white-glove experience the club is built around.
This role picks up where the EA hands off, owns the post-onboarding member relationship, and builds the systems that let member success scale beyond a single operator. Operates with the company value of an uncomfortable pace - moves fast, ships, course-corrects.
About Inflection Club
Inflection Club is a private investor club that gives a small, vetted group of members curated access to exclusive private-market opportunities in AI, robotics, longevity, and infrastructure - deal by deal, without the constraints of a traditional fund.
Each deal is presented to members individually; members choose whether to invest through a deal-specific SPV. There is no fund vehicle and no management fee. Revenue comes from annual membership access fees ($15,000–$30,000/member/year, variable by tier) and 20% carried interest on profitable exits, paid after each deal's liquidity event.
The club has 37 paying members today and is a Catalyst Capital portfolio company. The exclusive member source is Decentralized Masters' Platinum and Gold cohorts. The official member-call format is The Roundtable - 12 calls per year.
This is a small team (founders + DoO today). Joining means owning member success end-to-end, working directly with the founders on member-facing decisions, and helping set the bar for how the club treats its members.
What will you do?
About the Role
We are looking for a Senior Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 37 members toward its next inflection point.
This is a high-touch role serving a small number of high-net-worth investors. Member trust, communication discipline, and operational reliability matter more than volume. The CSM will work directly with the Director of Community and Director of Investments.
Key Responsibilities
Onboarding
- Own the full onboarding process end-to-end for every new member closed by Sales
- Execute welcome communications, account setup, platform access, and first-touch orientation
- Ensure every new member understands the club's structure, deal mechanics, SPV participation process, membership tier benefits, and Roundtable cadence before the relationship transitions into ongoing member success
- Set the tone for the white-glove experience from day one — the onboarding experience is the member's first impression of the club post-sale
- Personally guide each new member through their first Roundtable — hands-on, high-touch, and available at every step until they understand how the club is run
- Build and maintain a repeatable onboarding playbook that can scale as membership grows
- Define and track time-to-first-deal as the primary onboarding success metric — from closed-won to first SPV participation
Member Support
- Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot
- Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling
- Maintain a clear, professional, trustworthy voice consistent with the club's positioning - these are accredited, sophisticated investors
- Drive renewals and tier upgrades (Council Member → Principal → Chairman) through proactive relationship management
Member Engagement
- Proactively engage members across the lifecycle - post-onboarding nudges, deal-cycle follow-ups, Roundtable preparation, post-call recap
- Drive Roundtable attendance and participation (12 calls/year is the official member-call cadence)
- Host and lead The Roundtable calls — run the room with presence and polish, drive discussion among high-net-worth members, and keep sophisticated investors engaged on live calls
- Test and refine engagement playbooks; work with the team to systematize what works
- Define and tune a Member Health score that captures attendance, deal participation, comms responsiveness, and renewal signal
- Spot at-risk members early - flag stalled engagement, missed Roundtables, unanswered deal materials - and re-engage before renewal risk crystallizes
- Move members up the engagement ladder and tier ladder over time
Analytics and Reporting
- Become the operator-level expert on the club's HubSpot instance
- Maintain the member access-fee ledger and any successor systems for revenue tracking
- Define and monitor member-success KPIs: renewal rate, deal participation rate, Roundtable attendance, Member Health score, time-to-first-deal
- Share weekly insights with the team on member health, at-risk accounts, and renewal pipeline
Cross-functional Support
- Collaborate with the team on tooling, process, and member-facing initiatives
- Help build scalable systems and playbooks for member success as Inflection Club grows beyond its founding member base
- Take on adjacent admin and ops work as needed - this is a small team, hands-on role
What You Bring
- 3-5 years in Customer Success, account management, or client relations serving high-net-worth, enterprise, or high-ticket clients
- Proven track record retaining, growing, and handholding a book of sophisticated, demanding clients
- Confident, articulate live presenter with executive presence — comfortable hosting and leading calls with senior or high-net-worth audiences and commanding a room
- Willing and able to work core US Eastern Time (EST) hours
- Comfortable being the face of the company to accredited investors and C-suite-level individuals
What We Offer
- Competitive salary + performance-based incentives tied to retention
- Direct exposure to founders
- Ability to shape the entire customer success function
- Remote work
- High ownership, high-impact role
- Growth into Head of Lifecycle / CS Operations / Revenue Ops