Apply๐ United States
๐งญ Full-Time
๐ธ 160000.0 - 190000.0 USD per year
๐ SaaS, subscription-based or ecommerce
- Experience in retention, CRM, lifecycle marketing, and/or customer experience - preferably in a SaaS, subscription-based or ecommerce businesses at $40M+ scale
- Experience leading high-performing teams with a proven ability to develop and promote talent
- Expertise in optimizing retention and scaling large scale subscription programs, with a deep understanding of churn reduction and customer retention strategies
- Strong analytical skills, with experience in PowerBI, Databricks, and Customer Data Platforms. A proven track record of using data to drive impactful retention initiatives
- Ability to balance strategic vision with hands-on execution to deliver measurable growth
- Experience with advanced personalization and hands-on experience with platforms like Gainsight, Salesforce, Marketo, or similar
- Drive measurable improvements in churn, gross revenue retention, and customer lifetime value.
- Optimize and scale subscription growth across all touchpoints of the customer journey.
- Identify at-risk customers through deep dive customer data analysis and implement personalized emails, in-app messages, and push notifications to address customer issues and preemptively prevent churn.
- Implement win-back programs to re-engage lapsed customers.
- Develop and execute automated lifecycle campaigns across marketing channels (email, push, customer support touchpoints, etc) to engage customers at key milestones.
- Develop and implement persona-based segmentation to deliver highly personalized content and customer experiences.
- Conduct comprehensive customer research through surveys, in-app capabilities, and interviews to analyze customer behavior during their first 90 days.
- Utilize this feedback to optimize product adoption and usage to ensure customers are seeing value early on.
- Monitor, define, and measure retention metrics and key performance indicators (including churn, renewal rates, freemium to paid conversions, customer health scoring, time to value, etc).
- Leverage data in SalesForce, Gainsight, and Databricks, to understand customer behavior and retention strategy effectiveness.
- Optimize subscription management (payment options, frequency changes, merge subscriptions, upgrade paths, etc) to boost retention rates.
- Identify upsell and cross-sell opportunities to drive more product value and increase customer satisfaction, engagement, and loyalty.
- Partner with Marketing, Product, Engineering, and Customer Success teams to align retention efforts with business goals.
- Leverage customer behavior insights & retention trends to influence product roadmap decisions that drive and enhance the customer experience.
- Coach and develop a high-performing team, fostering a culture of collaboration, innovation, and customer obsession.
LeadershipSQLData AnalysisPeople ManagementSalesforceCross-functional Team LeadershipProduct DevelopmentProduct AnalyticsAPI testingStrategic ManagementCommunication SkillsAnalytical SkillsCollaborationCustomer serviceRESTful APIsJSONData visualizationTeam managementCRMData analyticsCustomer supportCustomer SuccessSaaSA/B testing
Posted 30 days ago
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