Customer Retention Manager

Insight Global; Arlington (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Insight Global is seeking a Customer Retention Manager (Member Success) for a permanent role in Arlington, TX. This individual will own day-to-day performance management of the Membership business, driving active base growth, retention, churn reduction, annual price increases, collections performance, member engagement, and lifetime value.

The role collaborates across Visitation & Retention, CRM, Analytics, Finance, NSC, Operations, and payment vendors.

Qualifications

• Experience managing a membership, subscription, loyalty, retention, or recurring-revenue business.
• Proven ownership of membership performance metrics, including active base growth, enrollment, retention, churn, collections, engagement, and lifetime value.
• Experience developing and executing member growth, retention, and churn-reduction initiatives.
• Strong analytical skills with experience using forecasts, dashboards, customer behavior insights, and KPI reporting to drive decisions.
• Experience partnering with CRM and Marketing teams on lifecycle campaigns, customer segmentation, personalized engagement, and behavior-based triggers.
• Strong understanding of recurring payments, failed-payment recovery, collections, billing operations, or payment vendor management.

Responsibilities

• Monitor membership performance, including active membership base, new enrollments, retention, churn, collections, and member engagement.
• Lead membership growth and retention initiatives through forecasting, performance analysis, and guest behavior insights.
• Support annual membership price increase initiatives, including member identification, communication planning, vendor coordination, and measurement.
• Partner with Analytics to maintain dashboards and reporting for membership growth, churn, collections, and customer behavior.
• Partner with CRM and Marketing to develop segmentation, lifecycle campaigns, visit-based triggers, and personalized engagement.
• Create and manage membership-exclusive benefits, perks, and value-added offerings.
• Serve as primary business owner or relationship manager for collections partner performance and related business reviews.
• Coordinate with NSC, Operations, Finance, Customer Service, and other partners to improve consistency of the membership experience.

Job description

Position title: Customer Retention Manager (Member Success)

Duration: PERM

Openings: 1

The Member Success Manager owns day-to-day performance management of the Membership business, with focus on active base growth, retention, churn reduction, annual price increases, collections performance, member engagement, and lifetime value. This role partners closely with Visitation & Retention, CRM, Analytics, Finance, NSC, Operations, and payment/system vendors.

Key Responsibilities

• Monitor membership performance, including active membership base, new enrollments, retention, churn, collections, and member engagement.
• Lead membership growth and retention initiatives through forecasting, performance analysis, and guest behavior insights.
• Support annual membership price increase initiatives, including member identification, communication planning, vendor coordination, and measurement.
• Partner with Analytics to maintain dashboards and reporting for membership growth, churn, collections, and customer behavior.
• Partner with CRM and Marketing to develop segmentation, lifecycle campaigns, visit-based triggers, and personalized engagement.
• Create and manage membership-exclusive benefits, perks, and value-added offerings.
• Serve as primary business owner or relationship manager for collections partner performance and related business reviews.
• Coordinate with NSC, Operations, Finance, Customer Service, and other partners to improve consistency of the membership experience.

Must Haves

• Experience managing a membership, subscription, loyalty, retention, or recurring-revenue business.
• Proven experience owning membership performance metrics, including active base growth, enrollment, retention, churn, collections, engagement, and lifetime value.
• Experience developing and executing member growth, retention, and churn-reduction initiatives.
• Strong analytical skills with experience using forecasts, dashboards, customer behavior insights, and KPI reporting to drive decisions.
• Experience partnering with CRM and Marketing teams on lifecycle campaigns, customer segmentation, personalized engagement, and behavior-based triggers.
• -Strong understanding of recurring payments, failed-payment recovery, collections, billing operations, or payment vendor management.