SaaS Customer Retention Strategy Manager

Workerbee connects workers with employers through trusted introductions, and they are seeking a SaaS Customer Retention Strategy Manager. In this role, you will design and optimize customer retention strategies and partner with various teams to improve customer engagement and retention initiatives.

Responsibilities:

• Design and optimize customer retention strategies using cohort analysis, churn modeling, and lifecycle segmentation
• Partner with Customer Success, Product, and Marketing teams to improve engagement, onboarding, and renewal experiences
• Leverage tools like Gainsight, Totango, HubSpot, or Salesforce to track health scores and retention KPIs
• Develop playbooks for risk mitigation, including proactive outreach, customer education, and expansion opportunities
• Analyze customer feedback, NPS, and usage data to identify patterns and continuously improve retention initiatives

Requirements:

• Design and optimize customer retention strategies using cohort analysis, churn modeling, and lifecycle segmentation
• Partner with Customer Success, Product, and Marketing teams to improve engagement, onboarding, and renewal experiences
• Leverage tools like Gainsight, Totango, HubSpot, or Salesforce to track health scores and retention KPIs
• Develop playbooks for risk mitigation, including proactive outreach, customer education, and expansion opportunities
• Analyze customer feedback, NPS, and usage data to identify patterns and continuously improve retention initiatives
• Deep understanding of SaaS metrics such as churn rate, LTV, CAC, and net revenue retention
• Experience building retention strategies grounded in data visualization tools like Tableau, Looker, or Power BI
• Ability to translate customer behavior insights into actionable business strategies
• Strong cross-functional collaboration with technical and non-technical stakeholders
• Proactive mindset with a focus on continuous optimization and experimentation (A/B testing, lifecycle campaigns)