MemberBase: taking the pain out of collecting fees
My role: Technical product manager. I owned MemberBase's backlog and roadmap and defined the requirements for the GoCardless integration.
- Role
- Technical product manager
- Product
- B2B SaaS CRM for membership organisations
- Timeline
- 2021 to 2023
- Tools
- GoCardless Direct Debit
- Outcome
- 70% fewer support tickets
The problem
Membership organisations using MemberBase CRM collected fees manually or through disconnected third-party tools, and payment failures were hard for their finance teams to see.
Key decisions
Direct Debit instead of manual collection. I defined a GoCardless Direct Debit integration so membership fees could be collected automatically as recurring payments.
Make failures visible, not just payments possible. Taking payments was only half the problem. We made failed payments visible and actionable for client finance teams, so they could follow up instead of finding out later.
Fix the foundations alongside the features. I prioritised iterative UX improvements and technical-debt reduction in the same roadmap as new features.
What I did
- Owned MemberBase's backlog and roadmap, alongside River CPD and River CMS.
- Defined and delivered the GoCardless Direct Debit integration, replacing manual fee collection with recurring payments.
- Made payment failures visible and actionable for client finance teams.
- Prioritised UX improvements and technical-debt reduction.
The result
Support tickets fell by 70%.