Director, Retention
- Location
- Charlotte
- Workplace
- On-site
- Employment
- Full-time
About this role
- Build a retention roadmap tied to membership revenue goals.
- Identify churn drivers by cohort, tenure, product use, market, price, acquisition source, and engagement.
- Prioritize interventions by customer impact, revenue value, effort, and speed to learning.
- Identify risk signals early and intervene before members decide to cancel.
- Build differentiated journeys for new, engaged, inactive, high-value, high-risk, expiring, canceled, and former members.
- Partner with Data and Technology on churn models, trigger logic, and measurement.
- Turn cancellation reasons and feedback into product, content, service, and marketing changes.
- Design and optimize onboarding, engagement, pre-renewal, renewal, save, payment recovery, win-back, and upgrade journeys.
- Coordinate timing and messaging across email, onsite, app, and customer service.
- Maintain a transparent test backlog. Define the hypothesis, audience, control, success metric, economics, and decision rule for every test.
- Scale proven wins, revise inconclusive work, stop ineffective programs, and publish lessons.
- Own Chargebee retention tools, cancellation flows, onsite save offers, renewal experiences, and payment recovery.
- Improve data quality, event tracking, and trigger reliability. Evaluate emerging tools.
- Report on renewal, churn, retained revenue, and retention ROI. Distinguish correlation from causation. Surface negative trends and failed tests early.
- Work with Growth & Membership Strategy, Development, Onsite Marketing, CRM, Audience Operations, Customer Service, Data and local markets.
- Translate retention insights into improvements in product, content, service, billing, and member benefits.
Qualifications
- 8+ years in retention, lifecycle, subscription, CRM, or membership strategy.
- Proven ability to diagnose churn and turn insight into measurable interventions.
- Strong analytical skills: cohort analysis, A/B testing, incremental impact, and business cases.
- Experience with Chargebee, HubSpot, Salesforce or comparable platforms.
- Ability to challenge legacy practices and lead change across teams without direct authority.
- Strong communication and a commitment to transparent reporting, even when results disappoint.
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