Member Success Manager

About Colorado BioScience Association

The Colorado BioScience Association (CBSA) is the principal advocate and connector for Colorado's life sciences sector, encompassing biotechnology, pharmaceuticals, medical devices, diagnostics, digital health, agricultural biotech, and animal health industries, along with their supporting services and products. From the initial stages of discovery to commercialization, CBSA equips members with crucial relationships, resources, talent, and supports policies to foster success. CBSA's core focus includes capital growth, education, policy advocacy, workforce development, and ecosystem leadership, uniting companies, academic institutions, investors, service providers, government, and community leaders to bolster Colorado as a hub for life science innovation.

Why Join CBSA?

With a rapidly expanding life sciences ecosystem in Colorado, CBSA is growing through its Drive to Five initiative, increasing its team, programs, and capabilities to satisfy the industry's evolving needs. Joining CBSA means becoming part of a collaborative, mission-focused team that interacts with innovators, entrepreneurs, researchers, investors, educators, policymakers, and business leaders to shape one of the state's most vibrant industries. This role offers a chance to make tangible impact, contribute ideas, foster professional growth, and support meaningful connections statewide.

Position Summary

The Member Success Manager acts as a trusted advisor and main contact for CBSA’s members, facilitating their understanding and utilization of membership benefits. This role emphasizes relationship building across Colorado’s life sciences community and ensures excellent experiences throughout the member lifecycle. Responsibilities blend relationship management with hands-on event coordination, including onboarding, engagement, communications, data management, membership retention efforts, and event planning and execution.

Key Responsibilities

• Serve as the primary liaison for members, delivering prompt, personalized, and value-focused service.
• Manage onboarding for new members and clarify benefits, programs, networking, and opportunities provided by CBSA.
• Assist or lead membership growth strategies alongside leadership and Partnerships, handling outreach, relationship cultivation, referrals, and follow-ups.
• Coordinate membership renewals, monitor status, member activity, and conduct follow-up to bolster retention and growth.
• Design proactive outreach approaches to deepen relationships, uncover engagement chances, and identify members requiring additional assistance.
• Keep precise member data within Salesforce including contacts, participation, preferences, and activity logs for accurate reporting.
• Analyze engagement metrics and feedback to suggest and implement enhancements to the member experience.
• Gather regular member feedback to assess satisfaction, needs, priorities, and challenges.
• Support volunteer leadership by organizing meetings, communications, and necessary follow-ups.
• Connect members to relevant staff, organizations, resources, and opportunities to enrich their involvement.
• Collaborate with Partnerships and Marketing to identify and promote member milestones and success stories.
• Plan and oversee logistics for CBSA’s event slate including roundtables, educational sessions, networking events, summits, and major annual gatherings.
• Create comprehensive event outlines, budgets, schedules, staffing plans, and manage all operational elements such as venues, catering, technology, contracts, signage, and accessibility.
• Manage event registration processes and communications including registrations, waitlists, capacity, confirmations, cancellations, and reporting.
• Coordinate logistics for speakers, sponsors, exhibitors, volunteers, and staff during events, acting as event onsite lead to ensure smooth and welcoming experiences.
• Partner with Marketing in providing event information for communications and promotional efforts.
• Collect post-event feedback and compile data on attendance, satisfaction, and operational performance for continuous improvement.
• Identify ways to optimize events for better efficiency, attendee experience, and scalability as CBSA's programming expands.

Qualifications

• Associate degree or comparable education combined with relevant professional experience.
• Three to five years in member/customer success, event coordination, program or relationship management, or related fields.
• Excellent communication skills with a customer-focused, service-oriented demeanor.
• Strong organizational and project management abilities to juggle multiple timelines, stakeholders, and evolving priorities.
• Proven background managing event logistics encompassing vendors, budgets, contracts, registration, and onsite coordination.
• Proficient with CRM platforms, especially Salesforce, maintaining accurate data and generating reports.
• Effective use of Microsoft 365, Zoom, and digital event management systems.
• Good judgment, attention to detail, proactive work ethic, and capability to work both independently and collaboratively.
• Willingness to work occasional early mornings, evenings, weekends, and travel for multi-day events as needed.

Preferred Qualifications

• Experience in membership associations, nonprofits, or mission-driven entities.
• Familiarity supporting committees, boards, volunteers, sponsors, speakers, and exhibitors.
• Knowledge of Colorado’s life sciences, healthcare, tech, economic development, or business sectors.
• Use of member feedback and event metrics to enhance programming and services.
• Salesforce administrator experience.

Compensation and Benefits

Salary range is $65,000 to $80,000 annually, based on experience. Benefits include health, dental, and vision coverage; 401(k) matching; generous paid time off; holidays; and opportunities for professional growth.