Head of Retention Marketing

About the Role

We are seeking a strategic Head of Retention Marketing to own the customer journey, drive account growth, and ensure long-term value realization for our clients. This is a high-impact role where you will build the programmatic infrastructure to boost utilization, mitigate churn, and empower our account teams to proactively manage customer health.

Responsibilities

• Design and execute comprehensive retention programs that reinforce product value from onboarding through renewal.
• Develop utilization strategies to transition customers from passive subscribers to active, engaged users.
• Build and maintain enablement toolkits, playbooks, and assets to support Account Managers and Group Account Directors in managing account health and expansion.
• Analyze customer data to identify churn risks and implement automated, data-driven interventions.
• Collaborate with Product Marketing to create educational campaigns for new features and product releases.

Requirements

• Proven experience owning subscription retention, churn reduction, or subscription growth as a primary mandate.
• Demonstrated success in driving product utilization as a core KPI through programmatic lifecycle infrastructure.
• Strong expertise in building customer lifecycle programs, including segmentation logic, trigger design, and journey mapping.
• Experience creating effective enablement resources and playbooks for customer-facing commercial teams.
• Analytical mindset with the ability to segment account bases, identify risk patterns, and design targeted interventions.

Nice-to-Haves

• Experience operationalizing Customer Advocacy Boards (CAB) to drive reviews and marketing participation.
• A background in scaling marketing functions from the ground up in a high-growth environment.
• Demonstrated ability to transition from a senior individual contributor to a future people leader.