Member Support & Retention Specialist

At Pinnacle Global Network (PGN), we work with established business owners who are serious about scaling their companies and their impact. Our members aren’t beginners; they’re leaders running multi\-million dollar businesses who expect a high level of support, clarity, and accountability.That’s where this role comes in. We’re looking for someone who can step into the middle of that experience and help keep everything moving. This isn’t a traditional customer service role, and it’s not onboarding\-heavy either. It’s about building relationships, staying close to the client journey, and making sure our members stay engaged, supported, and on track.

What this role really looks like

• You’ll guide members through their early experience with PGN, helping them get oriented without it feeling transactional or scripted
• You’ll stay connected throughout their journey, checking in, asking the right questions, and making sure they’re actually implementing what they came here to do
• You’ll notice when someone starts to disengage, and step in early before it turns into frustration or cancellation
• You’ll handle tough conversations with professionalism, empathy, and confidence
• You’ll partner with mentors and internal teams to remove roadblocks and keep momentum going
• You’ll keep a strong pulse on engagement, participation, and overall client health without getting buried in admin

What makes someone successful here

This role works best for someone who is calm under pressure, reads people well, and doesn’t take things personally. You know how to navigate different personalities, and you’re comfortable working with clients who expect a lot.

• You have strong customer\-facing experience, ideally in a high\-touch or premium service environment
• You’re comfortable working with business owners or professionals and can speak their language
• You can balance empathy with accountability
• You’re organized and reliable, and you follow through
• You can spot patterns in client behavior and take action before issues escalate

Qualifications

Required Experience

• 3–5\+ years experience in Client Success, Account Management, Membership Programs, or Executive Client Services
• Experience working with entrepreneurs, executives, or high\-level professionals
• Experience in coaching, masterminds, or high\-ticket membership is a plus

Technical Skills

• HubSpot CRM
• Google Workspace (Docs, Sheets, Slides)
• Slack
• Asana or similar project management tools
• Ability to compile data and extract insights from engagement metrics
• Experience working with client health scores, engagement metrics, or retention dashboards

What success looks like

• Members feel supported, heard, and challenged in the right ways
• Engagement stays strong across sessions, events, and program participation
• Issues are addressed early, not after they’ve escalated
• Clients stay committed to the process

To apply, please send your resume and cover letter detailing why you want to work for PGN and your experience that makes you the right candidate to

Pay: $60,000\.00 \- $70,000\.00 per year

Benefits:

• 401(k) 4% Match
• 401(k) matching
• AD\&D insurance
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: Hybrid remote in Encinitas, CA 92024