Job Details

About Casa

We believe owning a home should feel as special as the moments that take place within them. If our mission inspires you, we'd love to hear from you.

About the Role

We're hiring our first Member Success Manager to own our member lifecycle - from closing prospective members and onboarding new ones, to keeping existing members engaged and finding long-term value with Casa.

You'll work closely with our growth and operations teams to build the communications, relationships, and systems that help members feel supported and get the most out of their membership. Every time we've invested real time in a new member - getting them set up, walking them through the product - they become engaged and satisfied power users. This role exists to make that happen at scale.

What You'll Do

• Own inbound calls with prospective members - help the right homeowners understand what Casa can do for them, work through their questions, and feel confident making the decision to join
• Run onboarding calls with new members - walk them through the app, get them set up on the features that matter most to them, and teach them to use the product themselves so they're self-sufficient from day one
• Stay engaged with existing members one-on-one - help them adopt new features, get more out of their membership, and feel taken care of over time
• Build the playbook - the processes, templates, and communication cadences that keep the experience consistent and repeatable as we grow

• Passionate about delivering exceptional member experiences. You have at least 2-4 years in customer success, onboarding, or member success - B2B, consumer, or hospitality all translate - and you're excited to build a function from scratch
• A natural on the phone and in writing. You can communicate with warmth and clarity - whether you're on a call with a prospective member or drafting an onboarding or follow-up email
• Think and act like an owner. You take a long-term view, build processes that scale, and stay a few steps ahead rather than solving for today alone.
• Be excited to roll up your sleeves. You find satisfaction in doing the work - building the playbook, running the calls, and figuring out what works to constantly improve our processes and effectiveness.
• Exposure to lifecycle or product education campaigns through emails, feature announcements, or onboarding sequences is a plus
• You thrive on collaboration. You work best in person, feeding off shared energy and working closely with growth, operations, and the founding team daily. (This is an in-person role in San Francisco.)