Role Overview

As a Retention Marketing Manager, you are the primary champion for customer health across the organization. You will analyze why customers leave, build strategies to keep them, lead winback programs to bring them back, influence the product roadmap, and build the business cases for structural changes that improve the customer experience. This is a high-visibility individual contributor role that requires a blend of deep data analysis, strategic business casing, and cross-functional collaboration.

Responsibilities

Cohort Analysis & Insights: Perform deep dive cohort analysis to track retention trends over time. You will identify behavioral differences between various customer segments (e.g. by acquisition channel, industry, or plan type) to pinpoint exactly where and why churn occurs and advocate for systemic fixes
Voice of the Customer & Roadmap Influence: Serve as the champion on why customers churn. You will synthesize qualitative and quantitative feedback to influence Product roadmaps, ensuring retention driving features are prioritized
Strategy & Execution: Develop and implement data backed strategies to improve customer retention, engagement and overall satisfaction
Winback Programs: Own the end-to-end strategy for re-engaging former customers, including defining offer structures and save tactics while maintaining financial discipline.
Advanced Analytics: Monitor save rates and program effectiveness. You’ll use data to identify process gaps and areas for improvement
Leadership Reporting: Regularly present performance updates and strategic insights to senior leadership, directly influencing retention outcomes
Cross-Functional Advocacy & Collaboration: Partner with Sales, Marketing, Product, and Support teams to ensure retention strategies are consistent and effectively implemented across all touchpoints. Act as the retention lead in cross departmental rituals, ensuring that Product, Sales, Marketing, and Support strategies are aligned with a customer first, long term value mindset
Market Insight: Stay informed on industry trends and SaaS best practices to continuously improve our churn mitigation tactics

Qualifications

Experience: 5+ years in a strategic or analytical role (Retention, Marketing, or Finance) with a proven track record in business casing and pricing strategy.
Data Proficiency: Advanced skills in Looker (or similar BI tools) and Excel/Google Sheets. You must be able to derive insights from large, complex datasets.
Communication: Exceptional storytelling abilities. You can translate complex data into clear, thoughtful recommendations for senior stakeholders and sales teams.
Education: Bachelor’s degree in Business, Marketing, Economics, or a related field; an MBA or advanced degree is preferred.
Project Management: Demonstrated ability to lead complex projects and drive results within a fast-paced, challenging environment.
Leadership: Proven ability to lead through influence in an individual contributor capacity, utilizing a strong customer first vision to inspire and drive results across Product, Marketing, and Sales teams without direct authority

Marketing Manager, Retention