A revenue-minded Manager, Retention to evolve Vivrelle’s member retention efforts. This role is a senior individual contributor with clear ownership over churn reduction, save rate improvement, and win-back initiatives of our fantastic members.

Ideally, this is not a reactive support role; it is a metric-driven position focused on protecting revenue and improving member lifetime value through thoughtful intervention, data analysis, and cross-functional collaboration.

What You’ll Do…

Retention & Saves Performance

Own the cancellation and save workflow end-to-end

Increase save rate through structured outreach and negotiation

Continuously refine scripts, offers, and escalation protocols

Track and report on churn and saves performance

Proactive Risk Intervention

Identify at-risk members through behavioral and tenure-based signals

Implement proactive outreach programs (30–45 day touchpoints, usage dips, payment friction, etc.)

Test and optimize retention initiatives

Churn Analytics & Insight

Expand and refine cancellation reason tracking

Identify recurring friction points and escalate systemic issues

Provide actionable recommendations to leadership

Cross-Functional Influence

Partner with Billing, Logistics, Showroom, and Growth teams to address root causes of churn

Advocate for improvements that elevate the member experience

Success Looks Like…

Increased save rate

Reduced monthly churn

Increased win-back conversion

Improved retention across key member cohorts

Our Non-Neogitables…

You have owned retention or churn metrics before — not just participated in them

You are comfortable having direct, high-stakes conversations with members

You are analytical and can identify trends beyond individual anecdotes

You bring strong ownership and follow-through

You are energized by improving numbers, not just helping people

You understand that time kills deals and speed matters

Qualifications

3-5 years in retention, customer success, subscription, or revenue-focused roles
Experience in a subscription or membership-based business
Strong communication and persuasion skills
Comfort working in a fast-paced startup environment
Experience in fashion or luxury preferred

Vivrelle Perks & Benefits...

Opportunity to join an innovative brand reshaping luxury consumption

Medical, Dental and Vision Insurance

401k Program

Citi Bike Membership

Kindbody Membership

Peloton & Talk Space membership discounts

WFH flexibility (30 Days a year, use whenever!)

17+ days of PTO

Birthday PTO

Bi-Annual Performance Reviews & Compensation assessments

Access to our luxury closet, of course 😉