Manager Retention

About the Role

At Evolve, we're on a mission to make vacation rental easy for everyone. As Manager, Retention, you will lead an established team of 8-12 individual contributors dedicated to maximizing the value of our existing owner base. You'll oversee a group focused on engaging at-risk owners, understanding their challenges, resolving pain points, and re-establishing their confidence in Evolve's services.

Your responsibilities include:

• Lead and develop the Retention team within the Account Management organization, including hiring, coaching, and performance management.
• Foster a customer-obsessed culture, helping team members meet and exceed individual and team performance metrics.
• Consult with at-risk owners to resolve challenges and re-sell the value of the Evolve platform.
• Partner with Product and senior leadership to refine processes and programs that improve owner experience and reduce churn.
• Own key metrics such as save rate, case volume, retention spend, and owner satisfaction.
• Serve as an internal subject matter expert on retention strategy, identifying systemic issues and championing improvements.
• Analyze owner feedback and departure trends to provide actionable insights for senior leadership.

Requirements for the role:

• 5+ years of sales, retention, or account management experience.
• 3+ years of experience managing or coaching teams with a track record of developing talent.
• Strong communication skills, being clear and direct in both group and one-on-one settings.

Required Skills