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Head of Retention
EverBee io
posted 3hr ago
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Job Description
The Head of Retention will lead the development and execution of retention strategies that align with EverBee s vision and growth goals. This role requires a combination of strategic thinking, operational expertise, and customer-centricity to enhance the customer journey and unlock opportunities for expansion revenue.
Retention Strategy & Leadership
- Design and execute a comprehensive customer retention strategy focused on achieving 100%+ Net Revenue Retention (NRR) .
- Own the retention metrics, setting and achieving goals for churn reduction, CLTV growth, and engagement.
- Build and lead a retention team (as needed) to scale efforts and ensure best practices.
Customer Journey Optimization
- Map and continuously improve the customer journey to create a seamless, value-driven experience.
- Partner with product, marketing, and customer success teams to address friction points and improve feature adoption.
- Advocate for customers needs by bringing insights to the product roadmap.
Data-Driven Insights
- Analyze customer data to identify trends, predict churn risks, and uncover growth opportunities.
- Create regular retention reports for the CEO and executive team, providing actionable recommendations.
- Leverage tools and platforms to enhance data visibility and campaign performance (e.g., Gainsight, HubSpot, Mixpanel).
Collaboration Across Teams
- Work closely with marketing to design and execute lifecycle campaigns, loyalty programs, and upsell initiatives.
- Collaborate with product teams to ensure customer feedback informs development priorities.
- Align with sales and customer success to drive upsell/cross-sell opportunities and proactive customer engagement.
Retention Campaigns & Initiatives
- Lead targeted retention and win-back campaigns for at-risk customers.
- Develop loyalty programs to reward and retain high-value customers.
- Ensure all customer communications emphasize EverBee s value and align with the brand voice.
Key Metrics for Success
- Net Revenue Retention (NRR) : Achieve and maintain 100%+ NRR.
- Churn Rate : Reduce customer churn across all product lines.
- Customer Lifetime Value (CLTV) : Drive growth in customer value over time.
- Expansion Revenue : Increase upsell and cross-sell revenue.
- Engagement Metrics : Improve feature adoption and active usage rates.
Qualifications
Experience
- 7+ years of experience in customer retention, lifecycle marketing, customer success, or a related field, preferably in SaaS, ecommerce, or subscription-based businesses.
- Demonstrated success in reducing churn and driving retention metrics like NRR and CLTV.
- Experience leading cross-functional initiatives and managing teams.
Skills
- Strong analytical mindset with expertise in interpreting data and deriving actionable insights.
- Excellent communication and leadership skills, with the ability to influence and collaborate across teams.
- Proficiency with retention tools and platforms (e.g., Amplitude, HubSpot, Mixpanel, Tableau).
- Customer-first mindset with a focus on delivering exceptional experiences.
- Deep understanding of the creator economy, ecommerce, or SaaS business models.
- Experience implementing cross-sell and upsell strategies at scale.
- Familiarity with retention metrics such as NRR, GRR, and CLTV.
Employment Type: Full Time, Permanent
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