Senior Manager, Customer Retention
New
J
JobgetherSubscription membership
Remote position within the United StatesFull-TimeManager
SalaryBase salary: $150,000–$175,000 per year, depending on experience, skills, location, labor market conditions, and internal equity. Performance incentives: Eligibility for a target annual bonus, in addition to the stated base salary range.
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Job Details
- Experience
- At least 10 years of marketing experience, including 5 or more years in customer retention or subscription marketing leadership. At least 5 years of people management experience.
- Required Skills
- SalesforceMicrosoft ExcelPowerPointHubSpotCRM
Requirements
- Have at least 10 years of marketing experience.
- Have at least 5 years of customer retention or subscription marketing leadership experience.
- Have at least 5 years of people management experience, regardless of team size.
- Have experience in direct-to-consumer (DTC) or business-to-consumer (B2C) environments.
- Hold a bachelor's degree or equivalent qualification in a relevant discipline.
- Show measurable success improving key retention metrics and/or customer lifetime value at scale.
- Translate cohort analysis, customer segmentation, and customer health-scoring data into prioritized retention strategies.
- Have knowledge of CRM platforms such as HubSpot or Salesforce, including segmentation, automation, and personalization.
- Have strong communication, analytical, and organizational skills.
- Be able to present and speak publicly, including communicating recommendations to senior management and key stakeholders.
- Demonstrate independent judgment, decision-making, analytical thinking, and problem-solving skills.
- Be proficient in Microsoft Excel, Outlook, PowerPoint, and Word.
- Fluency in subscription business models and mechanics and a master's degree or equivalent qualification are additional assets.
Responsibilities
- Own the customer retention strategy and revenue targets, focusing on voluntary membership renewals across web and call center channels.
- Lead CRM platform strategy, including customer segmentation, personalization, automation, and lifecycle communication planning.
- Refine segmentation using customer behavior, lifecycle stages, and audience cohorts.
- Direct the CRM platform enhancement roadmap to strengthen engagement, personalization, and renewal performance.
- Analyze retention risk frameworks, customer health scores, cohort trends, and renewal performance data to recommend actions to leadership.
- Build and maintain renewal revenue forecasts by channel, identify performance gaps, and implement strategies to address them.
- Manage multi-channel retention campaigns across onboarding, engagement, renewal, and win-back stages.
- Analyze voice-of-customer feedback and collaborate with Product teams to improve member portal experiences and renewal journeys.
- Partner with Contact Center teams to improve agent-facing retention scripts, renewal processes, and customer handling practices.
- Manage and develop retention marketers, setting priorities and supporting execution against retention objectives.
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