Senior Member Care Specialist

About Us: For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing. The Mission This Senior Member Care Specialist role is for someone who leads with empathy, thinks critically under pressure, and brings both operational discipline and emotional intelligence to every member interaction. You'll thrive here if you're the kind of person who reads between the lines, knows how to move someone from frustration to forward momentum, and genuinely cares about seeing the people you support succeed. You'll be the central advocate for estate planning attorneys navigating their membership journey, our managed implementation systems, and technical product stack, while also owning the accounts receivable conversations that keep our community financially healthy. You are equal parts member advocate, systems navigator, and clear communicator who isn't afraid to have direct, supportive conversations around billing, financial commitments, and difficult moments. You should not apply if you wait to be told what to do, view accounts receivable as purely transactional debt collection, struggle with high-volume CRM management, or dislike working cross-functionally across technical, product, and coaching teams. Requirements What You’ll Do You’ll own the full lifecycle of assigned member accounts across our product portfolio, acting as their primary operational contact from onboarding through reten