Lifecycle and Retention Manager

About Fabric Health At Fabric Health, we are powering boundless care by solving healthcare’s biggest challenge: clinical capacity. We aren’t here to disrupt healthcare; we’re here to fix it. We unify the care journey from intake to treatment, using intelligent automation to remove administrative burdens and make care delivery 2-10x more efficient. Our technology empowers clinicians to move faster and focus on what matters most: the patient. We are a mission-driven team of brilliant minds trusted by leading organizations including Intermountain Health, OSF HealthCare, SSM Health, and MUSC Health. Our vision is backed by premier investors such as Thrive Capital, GV (Google Ventures), General Catalyst, and Salesforce Ventures. We move quickly for good reason, listen deeply to solve big challenges, and build products with the same care and quality we’d want for our own loved ones. Learn more: About Us | News & Press | LinkedIn | Careers 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. At Fabric, we believe that a diverse workforce is essential to our success. We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We actively encourage individuals from all backgrounds to apply. Recruitment Fraud Alert: Protect Yourself Fabric Health is aware of scammers attempting to impersonate employers. To ensure that any recruiting contact you receive is legitimate, please adhere to the following: Verify the Domain: Official recruitment emails will only come from addresses ending in @fabrichealth.com or @gem.com . No other domain names are legitimate. Official Interview Tools: We use Gem for our recruitment process and Google Meet for all video interviews. Google Meet is always the platform used for your first interview; you will never be sent a Zoom link to set up or conduct an initial interview. All interviews are conducted via video unless specifically stated by our team as an audio call. We never conduct interviews via chat, social media, Skype, or WhatsApp. Zoom Usage: Zoom is utilized only for specific meetings set directly by our team for purposes outside of the standard interview process (e.g., coordination or onboarding discussions). It is never the first link you will receive from us. Authorized Contact & Texting: Fabric will only contact you if you have submitted an application or if you are connected to a current employee who shared your information with us. We will only send text messages if you have provided explicit authorization and consent, either through your application or while communicating directly with our team. If you have not explicitly authorized us to reach out, treat any SMS or unsolicited outreach as fraudulent and do not respond. Sensitive Data: We will never ask you for sensitive personal or financial documents (ID, banking info, SSN) during the application, interview, or candidacy stages. All sensitive data is handled through secure internal systems post-offer. Verify the Team: You can reference LinkedIn to verify members of our recruiting team; however, please remain vigilant as scammers may create fraudulent profiles. Always cross-reference the sender's email domain with our official @fabrichealth.com address. If you question the validity of a contact or receive a suspicious message, do not click any links. Please submit a report via this link: https://forms.gle/N1AGAiXcAL2W57H9A Please note: The security inbox is for reporting fraudulent activity only. Do not email this address for application status updates or to share application materials, as these will not be reviewed. Applications are only accepted and reviewed if submitted through our official application portal, and no application status information will be provided via the security email.