We are looking for a revenue-minded Manager, Member Retentionto 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.
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
Increased Save Rate
Reduced monthly churn
Increased win-back conversion
Improved retention across key member cohorts
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
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