Careers

Customer Success Manager – Membership

We are seeking a Customer Success Manager who embodies the perfect blend of relationship management and sales acumen, without the typical salesy approach. In this role, you will be the critical touchpoint for prospective members, guiding them seamlessly from application to becoming a fully engaged member. Your ability to communicate the value of our membership and services with confidence and authenticity will be key to driving our growth.

As the face of the CSA for potential members, you will handle everything from initial inquiries to finalising memberships. You’ll also manage ad-hoc requests, support the invoicing process, and ensure that each applicant’s journey is smooth and rewarding. This role is ideal for someone who is personable, organised, and thrives on creating positive experiences.

Your Responsibilities

Your day to day will look like this:

Membership Pipeline Management:

Guide prospective members through the entire application process, ensuring a seamless conversion from application to paid membership.

• Conduct interviews with potential members, confidently explaining the value of CSA membership, products, and services in a way that resonates with their needs.
• Maintain and manage a sales pipeline, tracking progress and ensuring timely follow-ups with all applicants.

External Communication & Support:

• Serve as the primary point of contact for all inquiries to our external inbox, providing prompt, informative, and friendly responses.
• Handle ad-hoc requests from applicants and members, going above and beyond to ensure their needs are met.
• Collaborate with accounts teams of organisations to manage sponsorships and facilitate the onboarding of sponsored members.

Invoicing & Administrative Support:

• Assist with the invoicing process, ensuring accuracy and timeliness in billing to enhance the overall member experience.
• Work closely with the finance team to resolve any payment-related issues and provide support as needed to streamline the membership process.

Lead Follow-Up:

• Proactively follow up with lost leads and previous applicants, re-engaging them with tailored communications that address their previous concerns or hesitations.
• Identify opportunities to bring potential members back into the pipeline and convert them into active members.

Continuous Improvement:

• Regularly review and refine the membership application processes, identifying areas for improvement to enhance the applicant experience.
• Provide insights and feedback to the leadership team on trends and potential barriers to membership, helping to shape future strategies.

Qualifications

We like to hire on ability, attitude and aptitude with a big emphasis on potential rather than only past experience. Education and qualifications are important, but we really want someone who buys into our mission and wants to learn and grow as we scale The CSA together. 

Experience and Expertise:

• Proven experience as a Customer Success Manager, Account Manager, or in a similar role, with a strong focus on membership organisations or customer-facing roles.
• Bachelor’s degree in Business, Marketing, or a related field, or equivalent professional experience demonstrating strong relationship management and sales skills.
• 3+ years of experience in customer success, sales, or membership engagement, with a demonstrated ability to manage and nurture customer relationships.
• Track record of successfully guiding prospects through the sales funnel, from initial inquiry to final membership, with a focus on creating a positive, value-driven experience.
• Excellent communication and interpersonal skills, capable of serving as the primary point of contact for inquiries and providing clear, supportive responses.
• Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment, ensuring a seamless and efficient membership process.
• A self-starter with a proactive approach to identifying opportunities for improvement, re-engaging lost leads, and driving continuous growth in a dynamic organisation.

Apply Now

Learning and Development Manager – Online

The Chief of Staff Association is on the lookout for an agile, ambitious and enthusiastic Learning and Development Manager to support our online training and education programmes. This role will grant access to work with some of the greatest professional minds, have day to day conversations with the world’s most exciting organisations and create the opportunity to shape real and positive impact on both people and planet.

Your Responsibilities

You will report to the Senior Director of Education. Your day to day will look like this:

Design world-class programmes:

• Develop engaging and multimedia-rich training materials, such as videos, online modules, and keynote presentations.
• Source, collaborate and engage with subject matter experts to create unique learning opportunities for our members.  

Build an engaged social learning community:

• Apply adult learning principles and facilitation techniques to engage learners, encourage participation, and promote a positive learning environment.
• Cultivate a world-class mentorship programme with chiefs of staff from across the globe to connect and support each other. 
• Build relationships with learners, subject matter experts, and colleagues to gather feedback, collaborate on content development, and to ensure successful learning outcomes.

Scale our learning products:

• Track and evaluate the effectiveness of education programs using key metrics provided by the LMS.
• Conduct thorough needs assessments to identify skill gaps and training requirements, ensuring that training programs address specific learning objectives. 
• Use data driven strategies for deciding ambitious, scalable future learning product offerings. 

Manage ambitious projects:

• Manage multiple training projects and events, including setting deadlines, prioritising tasks, and ensuring that projects are completed on time.
• Facilitate online seminars with high-profile speakers and SMEs, including making introductory remarks, managing technology and facilitating Q&A.
• Basic budgeting skills to help allocate resources effectively and ensure that education initiatives stay within budgetary constraints.

Qualifications

We like to hire on ability, attitude and aptitude with a big emphasis on potential rather than only past experience. Education and qualifications are important, but we really want someone who buys into our mission and wants to learn and grow as we scale The CSA together. 

Experience and Expertise:

• Bachelor’s degree in a related field or able to demonstrate experience and skill in a relevant position. 
• 2 – 5 years of experience in learning and development or similar experience in a professional environment. 
• Passion for learning, both for yourself and, on a bigger scale, for our organisation. 
• Knowledge of adult learning theory and an understanding of how to apply those principles.
• Strong analytical skills and proficiency in using data to drive decisions and measure success.
• Exceptional communication skills, both written and verbal. 
• Excellent project management skills with the ability to manage multiple initiatives simultaneously.
• Experience in Hubspot, Thinkific & Asana is a plus.

Apply Now

Senior Technical Business Operations Associate

As we continue to expand, we are seeking an ambitious and technically savvy professional to join our team as Operations Manager. This dynamic position is at the intersection of strategy, operations, and technology, making it an ideal opportunity for an ambitious professional with a strategic mindset and a technical leaning.

If you are a generalist with a technical inclination and a passion for optimising digital operations, we invite you to apply for this exciting opportunity.

Your Responsibilities

You will report to the Senior Director of Operations. Your day to day will look like this:

Digital Operations Management

• Manage and optimise digital operational processes critical to the CSA’s success.
• Identify opportunities for efficiency improvements and implement solutions to streamline workflows.
• Collaborate with others to troubleshoot and resolve technical issues promptly.

Workflow Automation and Integration

• Leverage expertise in HubSpot and Zapier to enhance and automate workflows.
• Explore and implement additional integrations to improve the overall effectiveness of digital operations.
• Ensure transparency and facilitate knowledge transfer through comprehensive documentation.

Data Quality and Decision Support

• Support in setting the highest standards of data quality across tools to enable data-driven decision making.
• Develop and maintain systems that ensure data integrity and accessibility.

Strategic Collaboration and Innovation

• Work closely with the Senior Management Team to understand organisational objectives and contribute to the development of aligned digital strategies.
• Identify opportunities for technology-driven innovations to enhance organisational effectiveness.
• Demonstrate a commitment to ongoing professional development and adaptability to stay ahead in digital operations.

Qualifications

We like to hire on ability, attitude and aptitude with a big emphasis on potential rather than only past experience. Education and qualifications are important, but we really want someone who buys into our mission and wants to learn and grow as we scale The CSA together. 

Experience and Expertise:

• Bachelor’s degree or equivalent practical experience.
• Technical background or a willingness to develop technical skills.
• Excellent communication and collaboration skills.
• Strong problem-solving abilities and a proactive mindset.
• Demonstrated experience in managing digital operations and optimising processes.
• Proficiency in HubSpot and Zapier is a plus.

Apply Now