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Member Success Manager: Subscription Retention & Growth
Salt Strong | Insiders Club Membership | Full-Time | Florida Preferred
Want to Be the Reason Insiders Never Want to Leave The Largest Saltwater Fishing Club In America?
Most retention jobs are reactive: watch a churn dashboard, send a few win-back emails, hope for the best.
This isn't one of those jobs.
At Salt Strong, our mission is simple: help anglers catch more fish, save time on the water, and create unforgettable memories with the people they love. The Insiders Club is how thousands of anglers live that mission every day, and we need someone to own what happens after they join.
The Role
A subscription retention and customer success role at a direct-to-consumer (DTC) company that owns engagement, satisfaction, and retention for our existing Insiders Club membership base: onboarding, the subscription lifecycle, churn, member sentiment, and surfacing expansion opportunities to Sales.
Sales and Marketing bring members in the door. From there, it's yours. You make every member feel at home in the world's largest private inshore saltwater fishing club, keep their time on the water great, and give them every reason to stay.
What You'll Need
3+ years in customer success, account management, or retention for a subscription or membership business Direct-to-consumer (DTC) experience strongly preferred, ideally in e-commerce, memberships, or subscriptions Hands-on experience with subscription billing systems; Chargebee is a strong plus A track record running onboarding and retention programs Comfort owning strategy and execution; this is a hands-on seat with a small team reporting in Energetic and self-directed; you don't need someone standing over your shoulder Your Mission Primary KPI: Member Retention & Engagement. Sales owns the revenue number. You own making sure the members behind it are engaged enough to want more.
What You'll Own
Onboarding & Lifecycle
Build onboarding that gets new Insiders to real value immediately, and own onboarding CSAT
Own the subscription lifecycle end to end, including dunning and payment retries
Own renewal outcomes so members stay through every billing cycle
Churn Management
Track member health signals and reach out before a member goes quiet
Own the save flow for voluntary cancellations, deploying the right offer at the right moment
Own recovery for members lost to failed payments, not lost interest, and know the difference
Engagement & Sentiment
Own why engagement is high or low, and fix friction across teams wherever it lives
Own CSAT and NPS, and close the loop on what they reveal
Engagement-Driven Expansion
Spot members ready for an upgrade and hand them to Sales as warm, qualified leads
Partner with Sales to build growth programs like referrals
Exit Experience
Make sure the cancellation moment protects future reactivation and referral value
What Success Looks Like
Churn trending down, save rate climbing, involuntary churn recovered before it's lost
Members who stay longer, spend more, and tell their friends
Bonus Points If You Have
HubSpot or similar CRM and lifecycle marketing experience
Experience building a customer success function from scratch
Why This Role Is Different
Most retention jobs ask you to manage a churn report. This one asks you to build a membership experience people don't want to leave. If owning that excites you, we'd love to hear from you.
