Member Retention & Growth Lead

Doist; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

BaseBase is hiring for a role within the Member Experience team focused on reducing churn and strengthening loyalty across the customer lifecycle. You will design systems, automations, and workflows to flag at-risk members, automate interventions, and support high-risk accounts with scalable solutions.

You will own renewals, address escalations, and collaborate with Finance, Legal, and Engineering to ensure retention processes scale.

Qualifications

• 2-8 years of experience in operations, product management, or program management for customer success, retention, account management, or sales functions.
• Comfort owning outcomes end-to-end - as motivated to fix the root cause as to solve the individual case.
• Interest in using data and tools to build automations and processes, not just work through a queue.
• Empathetic communicator who loves connecting with people and making them feel heard.
• Proven ability to manage escalations, turn challenging situations into positive outcomes, and be persuasive without being pushy.
• Not afraid to work through a queue of high risk members.
• Strong writing skills with excellent grammar, tone, and clarity.
• Comfortable with ambiguity and a fast-paced environment to quickly adapt to changes.
• Tech savvy, with a knack for quickly building and mastering new tools and systems.

Responsibilities

• Retention Detection and Handling - Design and build tools, triggers, and workflows that flag at-risk members early and intervene automatically, reducing manual outreach.
• Renewals - Manage the system for upcoming contract renewals, ensuring members seamlessly continue with BaseBase.
• Churn Prevention - Intervene when members consider leaving and craft scalable solutions that rebuild confidence.
• Retention & Loyalty - Build strong relationships with members, addressing concerns to keep satisfaction high.
• Win-Back Campaigns - Engage members who signaled intent to cancel or switch away to reestablish trust.
• Onboarding-to-Loyalty - Ensure systems guide new members from signing up to enrolling in services.
• Escalations - Act as a problem-solver for complex issues across teams for quick resolutions.
• Voice of the Member - Gather feedback to shape better experiences and policies.
• Cross-functional Alignment - Partner with Finance, Legal, and Engineering to design scalable retention processes.

Skills

Operations

Product Management

Program Management

Customer Success

Retention

Job description

BaseBase is hiring for a role within the Member Experience team focused on reducing churn and strengthening loyalty across the customer lifecycle. You will design systems, automations, and workflows to flag at-risk members, automate interventions, and support high-risk accounts with scalable solutions.

You will own renewals, address escalations, and collaborate with Finance, Legal, and Engineering to ensure retention processes scale.