Role: Retention Manager (Customer Success)
Location: Remote
This role requires management experience retaining members / subscriptions for a digital business.
Our client is devoted to delivering high-caliber journalism and groundbreaking marketing strategies delivering concrete results. They are seeking a data driven Retention Manager to oversee the Retention team and third-party vendors to enhance customer satisfaction and loyalty. This role involves crafting and implementing retention strategies, analyzing customer data to spot trends, and collaborating with internal teams to boost customer satisfaction.
The retention manager will also lead the White Glove team and ensure that both internal and external service providers exceed performance expectations and adhere to strategies. Ideal candidates will be innovative, adept at adapting retention strategies to changing market conditions and company goals, and skilled in using customer data to refine and personalize retention efforts that drive subscription growth and revenue.
Responsibilities:
- Drive the organization’s digital transformation by enhancing vendor and team performance in engaging and retaining digital and full-access subscribers.
- Partner with the Lifecycle Marketing team to enhance customer experience and reduce churn throughout the customer lifecycle.
- Utilize customer data with the Business Insights team to identify at-risk customers and develop strategies for improved retention and revenue.
- Lead the team to achieve subscriber retention goals for both inbound and outbound interactions.
- Collect and analyze customer feedback through CSAT, surveys, and reviews to adjust strategies and address needs.
- Oversee critical partners, including third-party outbound retention, White Glove Customer Care, and internal White Glove Supervisor and QA Specialist.
- Create and execute targeted retention programs to boost customer satisfaction and retention rates.
- Monitor customer usage patterns and adjust strategies to enhance engagement and retention.
- Ensure timely resolution of issues and complaints, exceeding subscriber expectations.
Qualifications
- Bachelor’s degree in a relevant field.
- At least 3 years of experience in a customer retention role.
- Proven experience in creating strategies for customer renewal.
- Demonstrated success in developing data-driven retention programs.
- Strong leadership skills with a customer-first approach and exceptional communication abilities.
- Tech-savvy, with a preference for experience in digital environments.
- Familiarity with CRM software.
Comp: $65,000 - $80,000