Lifecycle and Retention Manager

About the Role

We are looking for a Lifecycle and Retention Manager to be the first dedicated hire for member and partner lifecycle at Fabric. You will own the strategy and execution for how we engage, retain, and re-engage both our B2C members and our B2B partners across email, SMS, push, in-product, and CRM touchpoints. You will partner with growth, product, and customer success to build the lifecycle program from the ground up.

This is a strategic IC role. You will be hands-on in our CRM tool, building campaigns and journeys, but you will also set the strategy: what we measure, what we test, how we segment, what good retention looks like in healthcare. You will own the full lifecycle motion across two distinct audiences and bring rigor to a function with an existing baseline in need of modernization and optimization.

What You'll Do

As our Lifecycle and Retention Manager, you will be the first dedicated lifecycle hire at Fabric, owning strategy and execution across both member and partner audiences. Your primary responsibilities will include:

• Build and own the lifecycle and retention strategy across both member (B2C) and partner (B2B) audiences.
• Migrate and build up the CRM platform (Braze, Iterable, Customer.io, or equivalent) and optimize the data model that makes lifecycle work.
• Design and launch lifecycle programs: onboarding journeys, engagement nudges, retention interventions, winback campaigns.
• Own retention analysis: cohort analysis, churn modeling, behavioral segmentation.
• Partner with product on in-product nudges and notification design.
• Partner with customer success on B2B retention and renewal motions.
• Set the measurement framework for lifecycle: what we track, what we test, what good looks like.

Why You Might Be a Good Fit

• You have experience in lifecycle marketing, retention, or CRM with both hands-on tool ownership and strategic scope.
• You are comfortable building from zero. This is a first-hire role and you will be defining the function.
• You bring strong analytical chops. You can run cohort analyses, build segmentation, and design experiments.
• You can flex from B2C consumer lifecycle to B2B partner retention motions.
• You write CRM journey logic the same way good engineers write code: clearly, with intention, and with measurement built in.
• Healthcare or regulated industry experience is a plus, not required.

This Might Not Be The Right Fit If...

• You want a team and structure on day one. This is an IC first-hire role.
• You are pure B2B CSM or pure B2C lifecycle. This role spans both.
• You want to focus on one channel only (just email, just push).
• You expect a fully built CRM stack. You will be building or rebuilding it.

Your Qualifications

• 6-10 years in lifecycle, retention, or CRM with strategic and hands-on scope.
• Direct experience standing up or scaling a CRM platform (Iterable, Braze, Customer.io, Klaviyo, or similar).
• Demonstrable analytical depth: cohort analysis, retention modeling, segmentation.
• Track record building lifecycle programs from foundation to scale.
• Experience across email, SMS, push, and in-product, not just one channel.

Bonus Points

• Healthcare, telehealth, or regulated consumer experience.
• B2B CS or partner retention experience in addition to B2C lifecycle.
• Hands-on experience with SQL and BI tools.
• Experience building lifecycle in compliance-bound environments (HIPAA, TCPA).
• Prior experience scaling from IC to manager scope (this role may grow into management over time).

The national pay range for this role is $140,000 .00 - $160,000.00 per year. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, unlimited PTO, and a 401(k) plan, stock options and bonuses. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.