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.