Senior Customer Retention Manager
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Job Description
Senior Customer Retention Manager at Malwarebytes focused on reducing churn and increasing customer lifetime value. Engaging customers through innovative retention strategies and cross-functional collaboration.
Responsibilities:
- Lead key retention strategies by identifying opportunities and delivering programs to reduce churn and increase customer lifetime value
- Leverage business trends, product analytics, and customer insights to identify churn predictors, and shape engagement and retention strategies
- Bring complex quantitative and qualitative insights together to illustrate opportunities, define recommendations, and get buy-in
- Partner with product, lifecycle, and e-commerce teams to prioritize and implement programs, including subscription management, upgrade, and renewal flows
- Clearly define retention program requirements, key performance indicators, monitor performance, report on results, and drive continuous optimization
- Develop and maintain a clear understanding of key customer journeys, customer motivations, and product experience to help identify opportunities to boost engagement and customer happiness
- Support go-to-market efforts for new features and products, enabling cross-sell, engagement, and adoption opportunities
- Lead cross-functional projects with minimal guidance, fostering collaboration and building consensus to achieve shared goals and outcomes
- Develop innovative strategies to drive customer engagement, create habit loops, and demonstrate ongoing value
Requirements:
- 5+ years of experience in customer retention and lifecycle marketing
- 2+ years of experience with subscription products and ecommerce subscription management
- A passion for exceptional customer experiences and inventive marketing programs
- Strong analytical skills with the ability to interpret data, identify trends, recognize opportunities, and report findings
- Excellent communication skills and ability to collaborate with stakeholders at all levels
- Experience with product analytics tools and a/b testing solutions like Amplitude and VWO
Benefits:
- Comprehensive medical, dental, and vision insurance coverage
- Employee Referral Bonus Program
- Wellness programs
- 401k and employer matching for (US Employees)
- Comprehensive Time Off policy
- An opportunity to do something great for yourself and the world! (Benefits and Perks subject to change by country/region)
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