We are looking for a revenue-minded Manager, Member Retention to evolve Vivrelle’s 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. We're hoping to find someone who will bring ideas and a playbook to the table to evolve our processes quickly.

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 and churn metrics before - and can speak to them with ease

• 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

• 4+ years of retention focused customer success experience

• 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

75000 - 90000 USD a year