Digital Retention Manager, Churn Prevention

Job Description: • Develop strategies and experiences to bolster retention, prevent churn, and rescue at-risk customers across the paid customer journey • Lead digital efforts within +/- 90 days of expiration, to maintain paid subscribers by optimizing self-service experiences for renewal checkout, auto-renew settings, payment options, and resubscriptions • Optimize for "last mile" saves and late renewals through programs, tests, and cross-team marketing initiatives to meet our financial targets and enhance customer experiences, overseeing implementation across teams • Develop strategies for hand-offs to customer support, sales or customer success for high-value at-risk customers across the digital journey • Improve the subscription cancellation experience to offer alternative retention paths and offers to build trust and loyalty with our customers • Synthesize qualitative and quantitative data to define market requirements, prioritize needs, create success definitions, and collaborate with technical teams to build and launch compelling subscription management "products" • Tailor digital subscription management experiences for different customer segments and personas, ensuring an understanding of their desired outcomes • Produce reports and presentations for stakeholders and leadership, being a subject matter expert for our digital retention and self-service initiatives Requirements: • 5+ years' experience in digital, product, or eCommerce marketing in B2B or SaaS companies • Excellent visual presentation skills, with experience influencing within a matrixed organization • Proven track record in stakeholder management, project management, and communication • Ability to align to strategic objectives by using qualitative and quantitative analytics • Experience developing and continually optimizing retention programs • Proficiency in programs such as Microsoft Word, PowerPoint, and familiarity with collaboration tools like Zoom, Slack, Microsoft Teams, Asana, Mural, and Figma • Experience working globally and/or in the technology industry with the ability to work independently. Benefits: • Health and financial benefits • Time away • Everyday wellness programs Apply Now Apply Now