Lifecycle & Retention Manager

Position Overview:
The Lifecycle & Retention Manager will lead the customer retention efforts and optimize the overall user experience for the client's subscribers. The successful candidate will focus on developing strategies that improve user engagement, reduce churn, and increase lifetime value (LTV) by enhancing the customer journey.

This is an exciting opportunity for someone with a deep understanding of subscription-based businesses to join a fast-growing team. The role is remote and open to worldwide candidates.

Key Responsibilities:

1. Churn Reduction Strategy:
   • Leverage data analytics and user behavior to segment users based on engagement levels, listening patterns, and customer lifecycle stages (e.g., new, active, dormant, churn risk).
   • Identify key churn signals (e.g., inactivity, poor engagement) and develop proactive strategies to retain at-risk users.
   • Work closely with product, customer support, and marketing teams to design and test churn-reduction tactics;
   • Implement win-back strategies for lapsed users, ensuring that messaging is tailored and relevant to their past behavior.
   • Run A/B tests and experiments on retention tactics to continuously optimize campaigns and user journeys.
2. Customer Onboarding & Activation:
   • Implement user journeys that drive early activation, focusing on guiding new subscribers to key features and encouraging continued usage.
   • Develop in-app tutorials, email series, and other assets to educate new users on how to make the most of their subscription.
3. Data-Driven Decision Making:
   • Monitor and analyze user behavior, retention metrics (e.g., DAU, MAU, churn rates, LTV), and campaign performance to identify opportunities for improvement.
   • Use data to inform lifecycle strategies and ensure that retention initiatives are aligned with business goals and KPIs.
   • Leverage tools like Clevertao, Google Analytics/Looker Studio, or Hotjar to track and report on user behavior and campaign success.
4. Cross-Functional Collaboration:
   • Work closely with product, customer success, and marketing teams to ensure a consistent user experience and messaging across all touchpoints.
   • Collaborate with customer support teams to identify common pain points and integrate feedback into retention strategies.
   • Provide insights into product development based on user feedback, retention trends, and lifecycle data.
5. Reporting & Continuous Improvement:
   • Own the development and communication of lifecycle KPIs and retention metrics.
   • Report on the effectiveness of retention strategies and suggest areas for improvement.
   • Stay up-to-date with industry trends and best practices in lifecycle management, retention marketing, and user engagement.

Qualifications & Skills:

• Proven experience (5+ years) in lifecycle/retention marketing or customer success, ideally within a subscription-based or SaaS model (streaming, eCommerce, telecom or related).
• Strong knowledge of customer lifecycle and churn management for digital products.
• Experience with data analytics platforms (e.g., Clevertap, Google Analytics, Looker Studio, Hotjar etc.) and CRM tools (e.g. Clevertap).
• Hands-on experience with segmentation, A/B testing, and campaign optimization.
• Excellent written and verbal communication skills, with a knack for crafting personalized, engaging content for different user groups.
• Analytical mindset, with the ability to interpret data and make data-driven decisions.
• Strong project management skills with the ability to collaborate across teams and meet deadlines.
• Familiarity with the streaming industry is a plus, but not required.