Manager, Member Retention

Vivrelle•New York, NY

5d•$75,000 - $90,000

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. 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

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