Manager, Retention (Remote) at Evolve – Lead Customer Retention and Owner Success
Customer retention has become one of the most important growth drivers for modern businesses. Retaining existing customers is often more cost-effective than acquiring new ones, making retention leaders essential to long-term business success. Companies that excel at customer experience, relationship management, and data-driven decision-making continue to build stronger customer loyalty and sustainable growth.
Evolve is hiring a Manager, Retention to lead its customer retention team and strengthen long-term relationships with property owners. This full-time remote leadership opportunity is ideal for professionals with experience in account management, customer success, sales, or retention who enjoy coaching teams and improving customer experiences.
About Evolve
Evolve is a vacation rental hospitality company focused on making vacation rental ownership simple and successful. The company partners with property owners by providing marketing, booking management, guest support, pricing expertise, and operational services that help maximize rental performance.
Built on a customer-first culture, Evolve emphasizes curiosity, accountability, teamwork, and continuous improvement while creating exceptional experiences for both homeowners and guests.
About the Manager, Retention Role
The Manager, Retention will oversee a high-performing team of 8–12 retention specialists responsible for helping at-risk property owners remain successful on the Evolve platform.
In addition to reducing customer churn, the role also manages the company's Sold Property function, helping new property buyers successfully transition and onboard onto the Evolve platform.
This position combines leadership, customer relationship management, business strategy, coaching, and cross-functional collaboration.
Key Responsibilities
Lead the Retention Team
Your primary responsibility will be managing and developing a team dedicated to customer retention.
Responsibilities include:
- Hiring and onboarding new team members.
- Coaching employees for success.
- Managing performance.
- Conducting regular training sessions.
- Building a customer-focused team culture.
Strong leadership skills are essential for long-term team success.
Reduce Customer Churn
You'll work closely with property owners by:
- Understanding customer concerns.
- Resolving service issues.
- Rebuilding customer confidence.
- Demonstrating Evolve's value.
- Improving long-term retention.
The goal is to maximize owner satisfaction while reducing cancellations.
Manage Property Transfers
The Manager also oversees the Sold Property process by:
- Supporting property ownership transfers.
- Guiding new owners through onboarding.
- Improving transfer workflows.
- Helping the team achieve onboarding goals.
- Ensuring a seamless customer experience.
Successful property transitions contribute directly to business growth.
Improve Retention Strategy
You'll partner with leadership and other departments to:
- Enhance retention programs.
- Improve customer experience.
- Refine internal processes.
- Support product improvements.
- Increase long-term customer loyalty.
Cross-functional collaboration plays a major role in this position.
Monitor Team Performance
You'll own important business metrics, including:
- Customer retention rate.
- Save rate.
- Case volume.
- Owner satisfaction.
- Retention spending.
- Team productivity.
Using performance data to identify opportunities for improvement will be part of your daily responsibilities.
Analyze Customer Feedback
The role also includes:
- Reviewing customer feedback.
- Identifying churn trends.
- Reporting insights to leadership.
- Recommending operational improvements.
- Supporting company-wide retention initiatives.
Your recommendations will help shape future customer experience strategies.
Required Qualifications
Successful candidates should generally possess:
- 5+ years of experience in sales, retention, account management, or customer success.
- 3+ years of leadership or people management experience.
- Proven ability to coach and develop high-performing teams.
- Strong communication and interpersonal skills.
- Experience working with customer performance metrics.
- Excellent problem-solving and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Skills
Applicants with experience in the following areas may have a competitive advantage:
- Customer Success.
- Account Management.
- Hospitality.
- Vacation Rentals.
- CRM platforms.
- Performance analytics.
- Cross-functional leadership.
- Customer experience strategy.
Experience within hospitality or travel technology is considered an added advantage.
Benefits of Working at Evolve
Evolve offers an attractive benefits package that supports employee well-being and professional growth.
Benefits include:
- Fully remote work opportunities.
- Medical, dental, and vision insurance.
- 401(k) retirement plan with matching.
- Unlimited vacation and paid time off.
- Learning and development budget.
- Home office support.
- Company retreats.
- Wellness benefits and a collaborative culture.
Career Growth Opportunities
Professionals who perform well in this role may advance into positions such as:
- Senior Manager, Customer Success.
- Director of Retention.
- Director of Customer Experience.
- Head of Account Management.
- VP of Customer Success.
- Chief Customer Officer.
Leadership experience in customer retention continues to be highly valuable across technology, hospitality, and SaaS organizations.
Why This Opportunity Stands Out
Customer retention directly impacts long-term business growth, making this one of Evolve's most important leadership positions.
Joining Evolve allows you to:
- Lead a high-performing customer retention team.
- Improve customer loyalty.
- Influence business strategy.
- Work with cross-functional leadership.
- Build meaningful relationships with property owners.
- Grow your leadership career within a mission-driven company.
For professionals passionate about customer success and team leadership, this role offers meaningful ownership and excellent career progression.
How to Apply
Interested candidates can submit their application through Evolve's official careers page.
Application Link:
Applicants should prepare an updated resume highlighting leadership experience, customer retention achievements, account management success, coaching experience, and measurable business results that demonstrate your ability to improve customer satisfaction and reduce churn.
Final Thoughts
The Manager, Retention role at Evolve is an outstanding opportunity for experienced customer success and account management professionals looking to lead a high-performing team in the vacation rental industry.
From coaching retention specialists and improving customer loyalty to reducing churn and influencing company-wide strategy, this position offers meaningful leadership responsibilities, strong professional growth, and the opportunity to make a lasting impact on customer experience.
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