City Success Manager - DC

The Role: As the City Success Manager, you’ll manage city-specific Member inquiries and work closely with your city team to ensure all issues are handled quickly and effectively. You’ll play a crucial role in large events, such as Socials, assisting with guest lists, last-minute adjustments, and more. You’ll also be responsible for handling more complex Member inquiries, making calls to resolve larger issues, and ensuring that Member feedback is used to enhance the Base experience.

Your responsibilities include…

• Event Support: Assist with larger events, such as Socials and Onboarding, working with the City Lead and City Manager to manage guest lists, handle last-minute changes, and ensure smooth execution.

• Member Communication: Address Member inquiries through Intercom, resolving issues quickly and providing top-notch customer service.

• Member Calls: Personally call Members who have larger concerns or issues, ensuring their needs are addressed with care and professionalism.

• Information Management: Compile and analyze Member feedback and event data, providing insights to your team to improve partnerships or make strategic changes to event execution.

• Team Collaboration: Work closely with your city team to react swiftly to Member needs and ensure the highest standard of service is consistently delivered.

A typical day could look like…

Morning Member Outreach: Start your day by reviewing Member inquiries, prioritizing any outstanding issues, and coordinating with the City Lead and City Manager to address them quickly.

Event Prep & Adjustments: Midday, focus on finalizing details for upcoming Socials or other large events, working on guest lists, adjusting for any last-minute changes, and communicating those updates to your team.

Afternoon Member Calls: Spend the afternoon making personal calls to Members who have experienced issues, gathering feedback, and working to resolve concerns effectively.

Team Check-Ins: Wrap up the day by compiling feedback and Member insights, sharing updates with your team to help refine future events and partnership strategies.

On a weekly basis, this could include…

Supporting Multiple Events: Managing logistics and guest lists for several large events each week, ensuring member satisfaction and smooth operations.

Event Attendance & Member Engagement: Attending events, mingling with Members, and providing on-site support as needed to ensure a seamless and enjoyable experience for all.

Member Feedback Sessions: Gathering and analyzing feedback from Members, working with the team to improve event offerings and partnerships.

Partner & Team Updates: Collaborating with the City Lead and City Manager to adjust internal operations based on member feedback and event performance.

Resolving a High Volume of Tickets: Efficiently managing and resolving a high volume of Member inquiries and issues via email and Intercom, ensuring timely and effective communication to maintain high member satisfaction.

You are perfect for this role if you are…

A proactive, detail-oriented individual who enjoys solving problems and thrives in a dynamic, Member-facing environment. You excel at managing multiple tasks at once, love building relationships with Members, and can seamlessly handle unexpected changes. You are:

• A Problem-Solver: Able to quickly address and resolve member issues, ensuring satisfaction and retention.

• An Effective Communicator: Strong verbal and written communication skills are essential for handling inquiries and collaborating with your team.

• Detail-Oriented: You thrive on managing guest lists, event logistics, and compiling feedback with precision.

• Empathetic: You understand and address members’ concerns thoughtfully, fostering positive relationships with Base members, especially during challenging situations.

• Efficient in Ticket Resolution: Skilled at resolving email tickets swiftly, ensuring timely responses to Member inquiries and maintaining high satisfaction levels.

We’d love it if you have…

• Proven Experience: At least 2-4 years in customer success, event coordination, or hospitality, preferably in a high-touch, fast-paced environment.

• Organizational Expertise: Strong organizational skills, with an ability to manage multiple member inquiries, events, and feedback simultaneously.

• Adaptability: Able to quickly adjust plans when faced with unexpected changes, ensuring smooth operations and member satisfaction.

• Communication Skills: Excellent verbal and written communication, enabling you to handle inquiries, member calls, and team collaboration with ease.

• Flexible Schedule: Willingness to work evenings and weekends to support on-site events and Member needs.

You’ll love working at Base because…

At Base, we offer more than just a job; we offer the opportunity to be part of something special that is changing how people experience their cities. When you join us, you’ll enjoy:

• Impactful Work: Play a critical role in delivering unforgettable experiences to our members.

• Team Collaboration: Work closely with a dedicated, dynamic team in a fast-paced, high-energy environment.

• Learning & Growth: Develop your skills and advance within a company that’s growing rapidly across new markets.

• On-Site Environment: Be on-site at the city’s best restaurants and venues, working directly with partners and Members to ensure event success.

In this role, you should expect to be offered:

• Bonus eligibility based on Member feedback and retention

• Meaningful equity

• Medical & Dental insurance

• Other perks focused on growth and development

As a City Success Manager, you will play a vital role in solving Member issues and ensuring that their inquiries are handled efficiently in your city. You’ll work closely with your city team and our community of Members to provide exceptional support, resolving concerns swiftly and ensuring smooth event experiences. If you excel at problem-solving in a fast-paced environment and thrive on managing the details that enhance Member satisfaction, we’d love to hear from you!