Manager, Member Retention

Company: Vivrelle
Location: New York City
Posted on: April 1, 2026

Job Description:

A revenue-minded Manager, Retention to evolve Vivrelle’s member 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. 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 or churn metrics before — not just participated in them 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 Qualifications 3-5 years in retention, customer success, subscription, or revenue-focused roles 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 $75,000 - $90,000 a year Vivrelle Perks & 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 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Keywords: Vivrelle, Levittown , Manager, Member Retention, Sales , New York City, Pennsylvania