Senior Customer Retention Manager

Malwarebytes is looking for...

A Senior Customer Retention Manager who can blend analytical and creative thinking to engage and retain our valuable B2C customer base.

Reporting directly to the Lifecycle and Customer Experience Director, you will be responsible for developing and executing programs that reduce churn, drive ongoing engagement, and increase customer lifetime value. This role requires a strong understanding of subscription management, customer lifecycle, and the ability to collaborate across a complex organization to drive consensus and deliver results. Malwarebytes’ Customer Value team is dedicated to providing engaging and impactful experiences for our customers. We focus on generating sustained growth through innovative and purpose-driven marketing programs.

What You Will Do:

• Lead key retention strategies by identifying opportunities and delivering programs to reduce churn and increase customer lifetime value
• Leverage business trends, product analytics, and customer insights to identify churn predictors, and shape engagement and retention strategies
• Bring complex quantitative and qualitative insights together to illustrate opportunities, define recommendations, and get buy-in
• Partner with product, lifecycle, and e-commerce teams to prioritize and implement programs, including subscription management, upgrade, and renewal flows
• Clearly define retention program requirements, key performance indicators, monitor performance, report on results, and drive continuous optimization
• Develop and maintain a clear understanding of key customer journeys, customer motivations, and product experience to help identify opportunities to boost engagement and customer happiness
• Support go-to-market efforts for new features and products, enabling cross-sell, engagement, and adoption opportunities
• Lead cross-functional projects with minimal guidance, fostering collaboration and building consensus to achieve shared goals and outcomes
• Develop innovative strategies to drive customer engagement, create habit loops, and demonstrate ongoing value

Skills You'll Need to Have:

• 5+ years of experience in B2C customer retention and lifecycle marketing
• 2+ years of experience with subscription products and ecommerce subscription management
• A passion for exceptional customer experiences and inventive marketing programs
• Strong analytical skills with the ability to interpret data, identify trends, recognize opportunities, and report findings
• Excellent communication skills and ability to collaborate with stakeholders at all levels
• Experience with product analytics tools and a/b testing solutions like Amplitude and VWO

• An opportunity to do something great for yourself and the world!
• Employee Referral Bonus Program  
• A great work environment that supports growth, development, and well-being 
• Private health insurance