Manager, Retention

Evolve

3d • $113,000 - $147,000 • Remote

About The Position

At Evolve, we’re on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountability—working together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you’re ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you.
Why this role
As Manager, Retention, you will lead an established team of 8-12 individual contributors dedicated to maximizing the value of our existing owner base. You'll oversee a high-performing group focused on engaging at-risk owners, understanding their challenges, resolving pain points, and re-establishing their confidence in Evolve's services. Working closely with senior leadership, you'll drive continuous improvement across retention strategy, team performance, and cross-functional collaboration to reduce churn and strengthen long-term owner relationships.
This role also oversees the Sold Property function within the Retention team. The Manager, Retention is responsible for leading teammates who engage buyers of existing Evolve properties, guiding them through the listing transfer process to successfully onboard new owners onto the Evolve platform. This includes developing a deep understanding of the end-to-end transfer workflow and supporting team members in refining their approach to consistently meet the company's transfer goals.

Requirements

• 5+ years of sales, retention, or account management experience
• 3+ years managing or coaching teams. Track record of developing talent and driving team performance.
• Strong communicator. Clear and direct in both group and one-on-one settings.
• Strategic thinker and problem solver. Seeks information, and delivers results in complex situations
• Highly organized with strong prioritization skills. Able to delegate effectively and manage multiple workstreams.
• Customer obsessed. Deep commitment to owner satisfaction and quality outcomes.
• Culture builder. Demonstrated ability to foster a positive, inclusive, and high-performance team environment where individuals feel supported, motivated, and accountable
• Curious and growth-minded. Eager to learn and committed to ongoing personal development.

Responsibilities

• Lead and develop theRetention team, housed in the Account Management organization — including ongoing hiring, coaching, performance management, and training
• Foster a high performing, customer-obsessed culture with full team involvement, helping members consistently meet and exceed individual and team performance metrics
• Consult with at-risk Evolve owners to understand their challenges, resolve them effectively, and re-sell them on Evolve's services and platform value
• Partner with department leadership, Product, and other cross-functional teammates to continuously refine processes, products, and programs that improve owner experience and reduce churn
• Own team metrics including save rate, case volume, retention spend, and owner satisfaction — setting targets, tracking trends, and driving performance improvement
• Serve as the internal subject matter expert on retention strategy — identifying systemic issues driving churn and championing company-wide improvements to increase save rates
• Analyze owner feedback and departure trends to surface actionable insights for senior leadership and cross-functional teams

Benefits

• Financial Wellness: Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match.
• Family Support: 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage.
• Health & Wellness: Comprehensive medical, dental, and vision plans, with 100% employer-paid dental and vision for individual coverage, a low-cost medical option, 10 free mental health visits, and pet insurance.
• Time to Recharge: Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you.
• Travel Perks: Annual Evolve travel credit after one year and discounts on stays at all Evolve properties.
• Growth Opportunities: World-class onboarding programs, learning, and development resources to help you grow your impact.
• Connection: Employee Resource Groups celebrating our diverse communities at Evolve.

What This Job Offers

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