Sr. Retention Lifecycle & Operations Manager
| Company | BambooHR |
|---|---|
| Location | Utah, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 8+ years of experience in customer lifecycle management, retention strategy, or operations within a SaaS or subscription-based company.
- Strong expertise in data analysis, customer segmentation, and engagement metrics to inform decision-making.
- Proven ability to design and implement customer journey frameworks that enhance retention and product adoption.
- Bachelor’s degree in Business, Marketing, Analytics, or a related field (or equivalent experience).
Responsibilities
- Own and Optimize Retention Operations – Develop and refine scalable operational processes that improve customer engagement, reduce churn, and increase customer lifetime value.
- Leverage Data & Analytics – Analyze customer behaviors, lifecycle trends, and engagement metrics to understand the ‘why’ behind customer decisions and recommend targeted interventions.
- Lifecycle & Journey Mapping – Design and implement strategic retention playbooks, mapping out key moments in the customer journey to optimize onboarding, engagement, and renewal experiences.
- Cross-Functional Collaboration – Partner with Customer Success, CX Digital, Product, and Marketing teams to align retention initiatives with business objectives and customer needs.
- Automate & Scale Retention Efforts – Work with internal systems like Gainsight, CRM tools, and automation platforms to streamline customer touchpoints and improve proactive outreach strategies.
- Monitor & Report Key Metrics – Track, analyze, and report on retention KPIs, providing actionable insights to leadership and ensuring continuous optimization.
- Drive Continuous Improvement – Stay ahead of industry trends and test new strategies to enhance customer retention, engagement, and satisfaction.
Preferred Qualifications
- Passion for Customer Experience & Retention – You love figuring out what keeps customers engaged and obsessing over ways to improve retention strategies.
- Change Management Leadership – You’re an advocate for innovation, capable of guiding cross-functional teams through process improvements and new retention initiatives.
- SaaS & Subscription Expertise – You understand the unique challenges of customer retention in a subscription business model and have a track record of reducing churn.
- Highly Autonomous & Impact-Driven – You’re self-motivated, own your projects from start to finish, and consistently drive measurable results.
- Exceptional Communicator & Influencer – You can clearly articulate data-driven insights, influence stakeholders, and lead retention initiatives that impact the entire organization.