Member Growth & 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

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.