About the RoleAs part of our Member Experience team, you will play a vital role to help our members stay with Base for the long haul - strengthening loyalty at every stage of their journey from onboarding to renewal. You'll build the systems, automations, and workflows that catch and address risk before it ever materializes - and work directly with members at the highest risk of churning. This role blends product and process thinking with hands-on member facing work. You will use data, creative problem-solving, and clear communication to reduce churn at scale, not just member by member.
What You'll Do- Retention Detection and Handling - Design and build the tools, triggers, and workflows that flag at-risk members early and intervene automatically, reducing how often issues require manual outreach.
- Renewals - Manage the system for upcoming contract renewals, ensuring members seamlessly continue with Base.
- Churn Prevention - Intervene when members consider leaving, understand their needs, and craft scalable solutions that rebuild confidence.
- Retention & Loyalty - Build strong relationships with members, proactively addressing concerns to keep satisfaction and loyalty high.
- Win-Back Campaigns - Engage members who have signaled intent to cancel or switch away, working to reestablish trust and retain their business.
- Onboarding-to-Loyalty - Ensure our systems guide new members through their early stages, from signing up to enrolling in services, so they feel supported and confident from day one.
- Escalations - Act as a problem-solver for complex or urgent issues, working across teams to deliver quick, thoughtful resolutions.
- Voice of the Member - Gather and share feedback to help shape better experiences, services, and policies across the company that strengthen long-term loyalty.
- Cross-functional Alignment - Partner with Finance, Legal, and Engineering to design retention processes so they can scale, hold up operationally, and align with terms and capabilities.
What You'll Bring- 2-8 years of experience in operations, product management, or program management for customer success, retention, account management, or sales functions.
- Comfort owning outcomes end-to-end - as motivated to fix the root cause as to solve the individual case.
- Interest in using data and tools to build automations and processes, not just work through a queue.
- Empathetic communicator who loves connecting with people and making them feel heard.
- Proven ability to manage escalations, turn challenging situations into positive outcomes, and be persuasive without being pushy.
- Not afraid to work through a queue of high risk members.
- Strong writing skills with excellent grammar, tone, and clarity.
- Comfortable with ambiguity and a fast-paced environment to quickly adapt to changes.
- Tech savvy, with a knack for quickly building and mastering new tools and systems.
- Team player motivated by the mission who always puts the company's best interests first.
About the TeamThe Member Experience team is the face of Base to our members-and the voice of our members back to Base. We're deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what's working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team.
Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.
