Senior Manager, Customer Retention

Accountabilities

• Own the overall customer retention strategy and revenue targets, with a focus on voluntary membership renewals and performance across web and call center channels.

• Lead CRM platform strategy, including customer segmentation, personalization, automation, and lifecycle communication planning.

• Use differences in customer behavior, lifecycle stages, and audience cohorts to refine segmentation strategies and improve campaign effectiveness.

• Direct the roadmap for CRM platform enhancements that strengthen engagement, personalization, and renewal performance.

• Analyze retention risk frameworks, customer health scores, cohort trends, and renewal performance data to develop actionable recommendations for leadership.

• Build and maintain forward-looking renewal revenue forecasts by channel, identifying performance gaps and implementing strategies to address them.

• Manage multi-channel retention campaigns across the full customer lifecycle, from onboarding and engagement through renewal and win-back initiatives.

• Analyze voice-of-customer feedback and collaborate with Product teams to improve member portal experiences and renewal journeys.

• Partner with Contact Center teams to enhance agent-facing retention scripts, renewal processes, and customer handling practices.

• Manage and develop a team of retention marketers, setting priorities and supporting strong execution against retention objectives.

Requirements:

• 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, regardless of team size.

• Experience in direct-to-consumer (DTC) or business-to-consumer (B2C) environments.

• Bachelor's degree or equivalent qualification in a relevant discipline.

• Demonstrated, measurable success improving key retention metrics and/or customer lifetime value at scale.

• Strong analytical capabilities, with experience translating cohort analysis, customer segmentation, and health-scoring data into prioritized retention strategies.

• Solid knowledge of CRM platforms such as HubSpot or Salesforce, including segmentation, automation, and personalization capabilities.

• Strong communication, analytical, and organizational skills.

• Excellent presentation and public-speaking abilities, with confidence communicating recommendations to senior management and key stakeholders.

• Strong independent judgment, decision-making, analytical thinking, and problem-solving skills.

• Proficiency in Microsoft Excel, Outlook, PowerPoint, and Word.

• Additional assets: Fluency in subscription business models and mechanics, as well as a master's degree or equivalent qualification.

• Must be authorized to work in the United States without current or future employer-based visa sponsorship.

Benefits:

• Base 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.

• Work arrangement: Remote position within the United States, with up to 10% travel as needed.

• Healthcare coverage: Medical, dental, and vision insurance.

• Retirement savings: 401(k) plan with company matching.

• Paid time off: Paid time off and other applicable leave benefits.

• Family support: Paid parental leave.

• Health and well-being: Short-term disability coverage, work-life assistance resources, and access to wellness programs.

• Flexible spending options: Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• Professional development: Education benefits and access to a worldwide scholarship program.

• Additional opportunities: Volunteer programs and other employee resources.

• Benefits may vary depending on location and employment status.