Creator Method
Director of Member Experience
Creator Method
Full Time | Remote, ideally based in Miami or New York City

About Creator Method
Creator Method is a high-level membership community and education platform for people who use content and personal brand to move their careers and businesses forward. Our members include traditional content creators, entrepreneurs building themselves as the face of their companies, professionals such as doctors using personal brand to grow their practices, and coaches and educators building businesses around their expertise.

For many of our members, building a personal brand is ultimately about something much bigger than growing an audience. It is about developing a body of intellectual property around their ideas, expertise, experience, and perspective, and building the trust and distribution that allow those assets to create long-term professional and business value.
Through events, weekly calls, curriculum, coaching, and community-building initiatives, we help members build long-term personal brands, develop and communicate their expertise through content, earn attention and trust, and turn that attention into meaningful business and career outcomes.

None of that works, though, if members don't feel seen, supported, and responded to along the way. Creator Method sits within a broader ecosystem alongside Valeria Inc. and Not Alone (Valeria's podcast), and our member experience is often the first and most frequent touchpoint members have with the brand.
The Role
We're hiring a Director of Member Experience to own the full arc of how it feels to be a Creator Method member from the moment someone signs on, through onboarding, day-to-day support, and every renewal after that.

This is a rare role that requires both strategic ownership and a willingness to be genuinely hands-on. You'll define the systems, protocols, and team structure that let Member Experience scale, and you'll also personally answer a chat community DM, close a response loop, or jump on a call when it matters. We're not looking for someone who directs from a distance; we're looking for someone who is deeply present with members and uses that proximity to build smarter systems.

The ideal candidate has run member-facing or community-facing teams before, understands what makes people feel genuinely taken care of (not just "handled"), and can translate member sentiment into operational and programming improvements. You should be equally comfortable writing a protocol doc and answering a member's message midday.
Where This Role Sits in the Ecosystem
  • Primary focus: Creator Method member experience, end-to-end through onboarding, communications, coaching and event support, and retention.
  • Close, ongoing coordination with Programming and Sales/Growth to make sure member feedback and satisfaction data actually shape what we build and sell next.
Works Closely With
  • Director of Programming & Curriculum — so programming actually lands well for members, and member feedback flows back into what gets built next
  • CGO / Sales Team — on member satisfaction, retention signals, and renewal health
  • Senior Coach who leads the weekly Group Coaching Calls, on facilitation and coaching support needs
  • Events Coordinator — on event experience, RSVP/waitlist management, and in-person expectations
  • COO / Head of Product — this role reports here; strategy, KPIs, and prioritization are set in partnership with this role
What You'll Own
Member Relationships, Start to Finish
  • Own the member journey end-to-end: onboarding flow, day-to-day communications, coaching and event support touchpoints, and the renewal experience
  • Design and continuously improve the onboarding flow so new members reach real momentum fast, rather than losing steam right after signing
  • Be the person accountable for whether members feel acknowledged, responded to, and understood
  • Identify and flag at-risk members and retention signals before they become churn
  • Manage escalations that require real judgment. Not everything can be templated, and this role knows the difference
Member Communications
  • Personally stay close to member communications (chat community DMs, email) to catch friction early, not just review it after the fact
  • Ensure members always know what we offer and how to access it, at every stage of their membership (not just in month one)
  • Own the cadence and quality of ongoing communications (newsletters, reminders, event invites) so nothing feels repetitive, missed, or off-brand
  • Moderate occasional, in person sessions between Members and Mentors
Translate Member Sentiment Into Action
  • Build a real, ongoing feedback loop by collecting member sentiment and routing it to the right team (Programming, Sales, Leadership) so it positively evolves our program
  • Partner with Programming to ensure curriculum and calls are landing the way they're intended to, and that member confusion or gaps get surfaced quickly
  • Partner with Sales/Growth on what member satisfaction data means for retention goals and renewal conversations
  • Surface member wins and testimonials for use across sales, social, and leadership visibility
Scale the Member Experience Team
  • Define new processes and protocols for how the Member Experience function operates as membership grows
  • Build the systems that let personalized attention scale: moving from one-off, manual effort to repeatable playbooks without losing the human touch
  • Grow and manage the Member Experience team as active membership increases, including hiring, onboarding, and coaching future team members
  • Own the tools and data hygiene that make this possible (CRM/Hubspot member records, communication calendars, feedback tracking)
Who You Are
  • Execution-first, but not afraid to think strategically: you build the system and you'll personally send the DM/email message to a member
  • Deeply present and detail-oriented: you notice friction before it becomes a complaint
  • A calm, steady communicator, especially when things get personal or an escalation lands in your lap
  • Able to build process and structure without losing warmth or making things feel impersonal
  • Collaborative but independent: you don't wait to be told what to do
  • A systems thinker who's equally comfortable in a spreadsheet, a chat community channel, and a 1:1 conversation with a member
  • Motivated by seeing people feel genuinely taken care of, not just "supported" on paper
Ideal Experience
  • 3+ years leading member experience, community management, customer success, or a similar member/client-facing function (ideally where you owned both strategy and execution)
  • Experience building or scaling a team as a member base or customer base grew
  • Background in membership, subscription, or community-driven businesses is a strong plus
  • Comfortable working in CRM/marketing tools (e.g., Hubspot) and communication platforms (DMs, email) at a high volume
  • Experience defining protocols and processes from scratch, not just following existing ones
  • Highly organized, able to manage recurring, high-touch member touchpoints (DMs, calls, onboarding, events) without things slipping
Success in This Role Looks Like
  • Members consistently feel acknowledged, responded to, and understood
  • Chat community and email feel calm, monitored, and on top of things, even as membership grows
  • Onboarding gets new members to real momentum quickly, with clear next steps at every stage
  • Retention risks are spotted early, and member sentiment is surfaced and acted on before it becomes a bigger issue
  • The Member Experience team has clear protocols and can scale without quality dropping
  • Programming and Sales both trust member experience data enough to build on it
How to Apply
To apply, please send your resume and a brief cover letter to maia@creatormethod.com.