--- title: 'Member Success Representative at SPINS' canonical: 'https://feeny.ai/job/member-success-representative-spins-remote-54e54s90pzt8' type: 'job' last_seen: '2026-10-15' --- # Member Success Representative at SPINS - **Company:** SPINS - **Location:** Remote - **Work type:** remote - **Posted:** 2026-09-30 - **Last confirmed live:** 2026-10-15 - **Apply:** https://www.spins.com/work-at-spins/?gh_jid=8204142 ## Job description ## Who We Are For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do. Member Success Representative The Member Success Representative serves as a primary point of contact for SPINS IX ONE members throughout their relationship with our organization. This role goes beyond traditional customer support. Member Success Representatives are responsible for helping members successfully navigate the SPINS IX-ONE Platform, understand their membership, resolve account and operational challenges, and receive the guidance needed to get value from our services. This is a relationship-focused role that requires strong communication, organization, judgment, and problem-solving skills. The ideal candidate is comfortable managing multiple accounts and priorities, communicating with members by email and phone, navigating difficult or sensitive conversations, and coordinating across internal teams to drive issues through resolution. Member Success Representatives support members across onboarding, product submission, platform adoption, billing and account questions, renewals, retention, and ongoing membership needs. ## What You’ll Do Own the Member Experience - Serve as a trusted point of contact for assigned and incoming member inquiries. - Manage member cases from initial outreach through resolution using our CRM platform. - Provide timely, clear, and professional communication through email, phone, and scheduled meetings. - Take ownership of member concerns by identifying the issue, determining the appropriate path forward, and coordinating with internal teams when escalation is required. - Maintain accurate and detailed CRM documentation, including member communications, decisions, next steps, and account activity. - Proactively follow up with members rather than waiting for them to re-engage. Support New Member Onboarding - Guide new members through their first 60 days with SPINS IX-ONE. - Help members understand platform access, available resources, product submission requirements, and next steps. - Educate members on the SPINS IX-ONE Platform and available support resources. - Monitor onboarding progress and identify accounts that may require additional outreach or intervention. - Help members understand product submission and Professional Capture requirements, including required product information, and shipping processes. - Set clear expectations around product processing, publication, review, and ongoing account support. Manage Renewals and Retention - Support assigned membership renewals and communicate renewal information to members. - Confidently explain membership pricing, services, and overall value. - Have professional conversations with members regarding pricing increases, billing concerns, account changes, and renewal questions. - Identify potential cancellation or retention risks and work with leadership and appropriate internal partners to determine next steps. - Conduct proactive outreach to non-responsive or at-risk members. - Escalate pricing exceptions, contractual questions, or complex retention situations when appropriate. - Ensure renewal and retention activity is accurately documented within the CRM. Resolve Account and Billing Questions - Assist members with questions related to invoices, payment status, account standing, and membership status. - Partner with Finance, Billing, Sales, and other internal teams to resolve account discrepancies or outstanding issues. - Help members understand next steps when an account is past due, suspended, inactive, or requires additional action before services can resume. - Recognize when a question requires specialized support and route or escalate appropriately while maintaining ownership of the member experience. Provide Platform and Product Guidance - Educate members on the SPINS IX-ONE Platform and available tools and resources. - Assist members with product submission questions and general workflow guidance. - Help identify and remove blockers preventing members from successfully submitting, updating, or publishing product content. - Provide general guidance related to retailer and distributor participation within the SPINS IX-ONE ecosystem. - Help members understand where specialized services such as GDSN, Product Capture, Data Maintenance, or technical support fit into their overall membership. Collaborate Across Teams Member Success works closely with teams across the organization, including: - Sales - Finance and Billing - Sales Enablement - Product - Product Capture and Studio Operations - Quality Assurance - GDSN Support - Data Operations - Technology and Platform Support The Member Success Representative is expected to coordinate across these teams while maintaining clear ownership and communication with the member. ## What We’re Looking For Required Qualifications - 2+ year of experience in Customer Success, Member Success, Account Management, Client Services, Customer Support, or a similar customer-facing role. - Strong written and verbal communication skills. - Comfortable speaking directly with customers by phone and video. - Ability to confidently navigate difficult, sensitive, or potentially escalated customer conversations. - Strong organizational and time-management skills with the ability to manage multiple accounts, cases, and follow-ups simultaneously. - Ability to investigate issues, gather information, and determine an appropriate path toward resolution. - Strong attention to detail and commitment to accurate documentation. - Comfortable learning multiple systems, workflows, and business processes. - Ability to work independently in a remote environment while remaining highly collaborative with the broader team. - Reliable high-speed internet connection and the ability to work Monday through Friday, 8:00 AM–5:00 PM ## Preferred Qualifications - Experience in Customer Success or Account Management within a SaaS, data, retail, CPG, technology, or membership-based organization. - Experience working with retailers, distributors, brands, manufacturers, or consumer packaged goods companies. - Experience managing renewals, retention, or customer account health. - Experience discussing pricing, contracts, invoices, or account status with customers. - Experience using CRM or case-management platforms. - Experience with Microsoft Office, Teams, SharePoint, Excel, and related business tools. - Familiarity with product content, product data, UPC/GTIN information, GDSN, or product syndication is a plus but not required. Who Will Be Successful in This Role You may be a strong fit if you: - Enjoy building relationships and helping customers solve problems. - Are comfortable saying, “I don’t know yet, but I will find the answer,” and then following through. - Can explain complicated processes in a simple and approachable way. - Know how to remain professional and solutions-focused when a customer is frustrated. - Are comfortable discussing money, pricing, billing, and renewals without avoiding difficult conversations. - Take ownership rather than simply passing an issue to another team. - Are naturally organized and diligent about follow-up. - Can balance empathy for the customer with company policies and business requirements. - Adapt well when products, processes, and procedures evolve. - Enjoy working collaboratively across multiple departments. What Success Looks Like Successful Member Success Representatives create a member experience where customers understand what is happening, what they need to do next, and who is helping them. Success in this role means: - Members receive timely and accurate responses. - Cases are actively managed through resolution. - Follow-ups do not fall through the cracks. - New members successfully complete onboarding. - Members understand the value of their SPINS IX-ONE membership. - Renewal risks are identified early. - Difficult conversations are handled professionally and confidently. - CRM records clearly reflect member history and next steps. - Internal teams receive the information they need to resolve escalated issues. - Members feel that someone is taking ownership of their experience. ## Compensation The hourly compensation range for this position is $21.00–$23.00 per hour, based on experience and qualifications. This is a remote position with working hours of 8:00 AM–5:00 PM, Monday through Friday. Note: Applicants must be authorized to work for any US employer. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #LI-AO1 #LI-Hybrid What SPINS Offers We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down!  While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members. - We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works! - Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched. - Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture. The SPINS Way - Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback. - Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action. - Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths. - Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution. For details about the information SPINS’s collects about our applicants and how we use it, please see the SPINS Privacy Policy [here](https://www.spins.com/privacy-policy-2/#:~:text=We%20limit%20access%20to%20your,at%20privacy%40spins.com.). ## About SPINS ## Company Overview - **One-liner**: SPINS is a wellness-focused data and technology company that provides analytics, product intelligence, and retail activation solutions for the natural products industry. - **Entity Type**: Private - **Headquarters**: Chicago, Illinois, USA - **Founded**: 1997 - **Founders**: Not publicly available ## Core Business - **Primary industry**: Consumer packaged goods (CPG) data analytics, retail technology, and market intelligence - **Target customers**: B2B — retailers (conventional, natural, specialty, and eCommerce), CPG brands, and their partners - **Mission**: To provide a source of truth and transparency so values-oriented consumers can connect with innovation they need; to promote health and wellness throughout the world by connecting shopper values to product innovation. ## Products & Services - **SPINS Product Intelligence**: A database that translates product data into attributes (claims, certifications, positioning, computed data) to give the fullest view into what’s driving growth in-market. - **SPINS Point-of-Sale (POS) Data**: Cross-channel visibility across conventional, natural, regional, specialty, and eCommerce retail data to identify growth drivers, eliminate blindspots, and benchmark against competitors. - **SPINS Liftoff**: A full-service market intelligence platform designed as a partnership to help brands scale from kitchen startup to category captain, including support for getting on shelf at retailers like Kroger. - **MikMak (acquired)**: An omnichannel activation and shopper engagement platform that expands SPINS’ capabilities into digital activation and eCommerce enablement. ## Market Standing - **Valuation**: Not publicly disclosed (private company) - **Key Metric**: Not publicly disclosed (revenue not published); company has been operating for over 25 years and is a recognized leader in natural products data - **Notable Investors/Partners**: Not publicly disclosed; key retail partners include Kroger and other major conventional, natural, and specialty retailers - **Growth Signals**: Acquired MikMak in 2024 to expand into shopper engagement and omnichannel activation; continues to grow its data coverage across conventional, eCommerce, and natural channels; named a "Best Place to Work" year after year ## Competitive Advantages - **Exclusive retail partnerships**: SPINS is the only provider that aligns natural, regional, conventional, and specialty retail data into a singular view, giving it unique cross-channel visibility. - **Deep product attribute taxonomy**: The most granular product data in market, translating every attribute dimension across claims, certifications, positioning, and computed data into a common language for the industry. - **Long-standing industry authority**: Over 25 years as the advocate and data backbone for the Natural Products Industry, creating the standard language used across the ecosystem. ## Strategic Focus - **Omnichannel expansion**: Integrating the MikMak acquisition to bridge data insights with shopper engagement and digital activation. - **Retail partnership growth**: Continuing to expand data coverage across conventional, eCommerce, and specialty channels. - **Brand and retailer enablement**: Helping brands scale from kitchen startups to category captains through platforms like SPINS Liftoff. - **Values-driven innovation**: Aligning product innovation with evolving consumer values (health, wellness, sustainability, transparency). ## Why Work Here - **Culture**: Described as inclusive, collaborative, and focused on making a positive impact. Employees are empowered to live values of health & wellness. - **Work model**: Hybrid workspace (combination of remote and on-site); some roles are fully remote, others are in-office at the Chicago HQ or Montreal office. - **DE&I**: Strong commitment to diversity, equity, and inclusion with Employee Resource Groups (ERGs) and a TEC (Teach, Engage, Connect) initiative. - **Professional development**: One-on-one coaching, mentorship program, online learning platform, and in-person workshops. - **Perks**: Generous PTO, 401K, health insurance, paternal leave, Summer Fridays, sabbatical, volunteer hours, wellness days, on-site gym access, massages, yoga classes, free snacks and drinks, commuter benefits, pet insurance, mobile phone discount, and employee discounts. - **Recognition**: Named a "Best Place to Work" year after year. - **Tech stack**: Engineering teams work with Big Data, Hadoop, Hive, PostgreSQL, MySQL, Google Analytics, and HubSpot. ## Sources 1. [spins.com](https://www.spins.com/) 2. [spins.com/about](https://www.spins.com/about/) 3. [spins.com/careers](https://www.spins.com/careers/) 4. 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