Lifecycle and Retention Manager

Fabric•United States,

5d•$140,000 - $160,000

About The Position

We are looking for a Lifecycle and Retention Manager to be the first dedicated hire for member and partner lifecycle at Fabric. You will own the strategy and execution for how we engage, retain, and re-engage both our B2C members and our B2B partners across email, SMS, push, in-product, and CRM touchpoints. You will partner with growth, product, and customer success to build the lifecycle program from the ground up. This is a strategic IC role. You will be hands-on in our CRM tool, building campaigns and journeys, but you will also set the strategy: what we measure, what we test, how we segment, what good retention looks like in healthcare. You will own the full lifecycle motion across two distinct audiences and bring rigor to a function with an existing baseline in need of modernization and optimization.

Requirements

6-10 years in lifecycle, retention, or CRM with strategic and hands-on scope.
Direct experience standing up or scaling a CRM platform (Iterable, Braze, Customer.io, Klaviyo, or similar).
Demonstrable analytical depth: cohort analysis, retention modeling, segmentation.
Track record building lifecycle programs from foundation to scale.
Experience across email, SMS, push, and in-product, not just one channel.

Nice To Haves

Healthcare, telehealth, or regulated consumer experience.
B2B CS or partner retention experience in addition to B2C lifecycle.
Hands-on experience with SQL and BI tools.
Experience building lifecycle in compliance-bound environments (HIPAA, TCPA).
Prior experience scaling from IC to manager scope (this role may grow into management over time).

Responsibilities

Build and own the lifecycle and retention strategy across both member (B2C) and partner (B2B) audiences.
Migrate and build up the CRM platform (Braze, Iterable, Customer.io, or equivalent) and optimize the data model that makes lifecycle work.
Design and launch lifecycle programs: onboarding journeys, engagement nudges, retention interventions, winback campaigns.
Own retention analysis: cohort analysis, churn modeling, behavioral segmentation.
Partner with product on in-product nudges and notification design.
Partner with customer success on B2B retention and renewal motions.
Set the measurement framework for lifecycle: what we track, what we test, what good looks like.