At Evolve, we're on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountabilityΓ’ΒΒworking together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you're ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you.
Why this role
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 high-performing group focused on engaging at-risk owners, understanding their challenges, resolving pain points, and re-establishing their confidence in Evolve's services. Working closely with senior leadership, you'll drive continuous improvement across retention strategy, team performance, and cross-functional collaboration to reduce churn and strengthen long-term owner relationships.
This role also oversees the Sold Property function within the Retention team. The Manager, Retention is responsible for leading teammates who engage buyers of existing Evolve properties, guiding them through the listing transfer process to successfully onboard new owners onto the Evolve platform. This includes developing a deep understanding of the end-to-end transfer workflow and supporting team members in refining their approach to consistently meet the company's transfer goals.
What you'll do
Γ’ΒΒ’ Lead and develop theRetention team, housed in the Account Management organization Γ’ΒΒ including ongoing hiring, coaching, performance management, and training
Γ’ΒΒ’ Foster a high performing, customer-obsessed culture with full team involvement, helping members consistently meet and exceed individual and team performance metrics
Γ’ΒΒ’ Consult with at-risk Evolve owners to understand their challenges, resolve them effectively, and re-sell them on Evolve's services and platform value
Γ’ΒΒ’ Partner with department leadership, Product, and other cross-functional teammates to continuously refine processes, products, and programs that improve owner experience and reduce churn
Γ’ΒΒ’ Own team metrics including save rate, case volume, retention spend, and owner satisfaction Γ’ΒΒ setting targets, tracking trends, and driving performance improvement
Γ’ΒΒ’ Serve as the internal subject matter expert on retention strategy Γ’ΒΒ identifying systemic issues driving churn and championing company-wide improvements to increase save rates
Γ’ΒΒ’ Analyze owner feedback and departure trends to surface actionable insights for senior leadership and cross-functional teams
What makes you a great fit
Γ’ΒΒ’ 5+ years of sales, retention, or account management experience
Γ’ΒΒ’ 3+ years managing or coaching teams. Track record of developing talent and driving team performance.
Γ’ΒΒ’ Strong communicator. Clear and direct in both group and one-on-one sett
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