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Customer Retention Director

The goal of the Customer Retention Director is to retain and grow our individual and small team user base through programmatic marketing campaigns, the implementation of self service content and scalable user training with the goal of driving strong in-application engagement. 

Responsibilities:

  • Lead the effort to develop, execute, measure and optimize proactive retention programs that drive product usage and brand engagement and reduce customer and revenue churn
  • Lead segmentation, journeys, touch points, and lifecycle marketing efforts for existing customers
  • Partner with customer insights and marketing analytics team to produce dashboard reporting, insights & analysis, and subsequent direction for future customer information acquisition & retention campaigns
  • Create compelling self service content, and execute multi-pronged self service strategy designed to engage customers in the moment via the right channel
  • Increase in-application engagement by curating self service content, videos, and user-generated content along the individual user journey.
  • Increase upsell revenue by programmatically driving users to new features, free/premium integrations, and Contactually add-ons.

Requirements:

  • Bachelor's degree
  • 3 or more years of strategic marketing campaign, customer success, and upsell experience in SaaS environments
  • Demonstrated subject matter expertise in email marketing and retention
  • Demonstrated experience in developing and managing customer churn
  • Proven track record of continuous improvement around customer growth and retention
  • Strong proficiency in ESP. Silverpop
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