Decentralized Masters
AI, robotics, longevity, and infrastructure
CustomerSuccessManager
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“Customer Success Manager at Decentralized Masters. Skills: Customer Success, member retention, member satisfaction, deal-flow engagement, systems scaling, relationship management, analytical skills, AI utilization. Own the post-onboarding member experience. Responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success”
Industry & Context.
Highly analytical; comfortable working with raw data; Experience building dashboards and interpreting cohort analysis
What They're Looking For.
Must Have
2–6 years in Customer Success, understanding of subscription economics, Proven experience reducing churn and increasing LTV, Highly analytical and comfortable working with raw data, Experience building dashboards and interpreting cohort analysis, AI-native - actively using AI to improve output, Comfortable building systems from zero, written communication
Nice to Have
Experience working across multiple product lines, Fintech / Crypto / Web3 experience, Experience with HubSpot, PostHog, Whop, Circle, Experience building Customer Health Index models, Experience reconciling messy data across tools, Experience in multi-product SaaS environments
What You'll Do.
Own the post-onboarding member experience
Responsible for member retention
and the systems that scale member success
Handle inbound member communication via email
Answer member questions on deal mechanics
SPV participation logistics
and Roundtable scheduling
trustworthy voice consistent with the club's positioning
Drive renewals and tier upgrades through proactive relationship management
Proactively engage members across the lifecycle
Drive Roundtable attendance and participation
Test and refine engagement work with the team to systematize what works
Define and tune a Member Health score
Spot at-risk members early and re-engage
Move members up the engagement ladder and tier ladder over time
Become the operator-level expert on the club's HubSpot instance
Maintain the member access-fee ledger and any successor systems for revenue tracking
Define and monitor member-success KPIs
Share weekly insights with the team on member health
Collaborate with the team on tooling
and member-facing initiatives
Help build scalable systems and playbooks for member success
Take on adjacent admin and ops work as needed
How You'll Work.
Team & Collaboration
Work directly with the Director of Community and Director of Investments; Collaborate with the team on tooling, process, and member-facing initiatives
Communication Scope
written communication; inbound member communication; clear, professional, trustworthy voice
Full Job Description
### About Inflection Club Inflection Club is a private investor club that gives a small, vetted group of members curated access to exclusive private-market opportunities in AI, robotics, longevity, and infrastructure - deal by deal, without the constraints of a traditional fund. Each deal is presented to members individually; members choose whether to invest through a deal-specific SPV. There is no fund vehicle and no management fee. Revenue comes from annual membership access fees ($15,000–$30,000/member/year, variable by tier) and 20% carried interest on profitable exits, paid after each deal's liquidity event. The club has 35 paying members today and is a Catalyst Capital portfolio company. The exclusive member source is Decentralized Masters' Platinum and Gold cohorts. The official member-call format is The Roundtable - 12 calls per year. This is a small team (founders + DoO today). Joining means owning member success end-to-end, working directly with the founders on member-facing decisions, and helping set the bar for how the club treats its members. ### What will you do? About the Role We are looking for a Customer Success Manager to own the post-onboarding member experience. The CSM is responsible for member retention, satisfaction, deal-flow engagement, and the systems that scale member success as the club grows from 35 members toward its next inflection point. This is a high-touch role serving a small number of high-net-worth investors. Member trust, communication discipline, and operational reliability matter more than volume. The CSM will work directly with the Director of Community and Director of Investments. ### Key Responsibilities ### Member Support * Handle inbound member communication via email, WhatsApp (primary channel for ongoing partner and member comms), and HubSpot * Answer member questions on deal mechanics, SPV participation logistics, membership benefits, and Roundtable scheduling * Maintain a clear, professional, trustworthy voice consist
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