Manager, Member Retention

Vivrelle • New York, NY

7d • $80,000 - $100,000

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• Experience in fashion or luxury preferred

Responsibilities

• 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
• 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
• Expand and refine cancellation reason tracking
• Identify recurring friction points and escalate systemic issues
• Provide actionable recommendations to leadership
• Partner with Billing, Logistics, Showroom, and Growth teams to address root causes of churn
• Advocate for improvements that elevate the member experience

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 😉

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed