Head of Retention Marketing

Must-Have Experience

Subscription or retention marketing ownership: You have owned renewal, churn reduction, or subscription growth as a primary mandate - not as a byproduct of a broader marketing role. This was your job.

Utilization or product usage as a core KPI: In at least one role, you were accountable for driving customers to actively use a product or service. You built programs around that metric. You know what moves it and what does not.

Programmatic lifecycle infrastructure: You have built or substantially redesigned a customer lifecycle program — segmentation logic, trigger design, journey mapping, A/B frameworks — not just executed campaigns someone else designed.

Account team or CSM enablement: You have built toolkits, playbooks, and resources for customer-facing commercial teams - and you know the difference between an asset they will actually use and one that sits in a folder.

Data-driven cohort thinking: You do not wait for a report to tell you something is wrong. You know how to segment an account base by health, identify risk patterns, and design interventions for specific cohorts.

Who you are

A builder, not a maintainer: This function does not have the infrastructure yet. You are energized by that, not intimidated. You have built from near-zero before.

Commercially minded: You think in terms of revenue impact. You know that renewal rate and utilization are lagging indicators of the work you do upstream, and you build toward those numbers.

A relationship investor: Cross functional leaders who work with customers daily are your distribution channel and your intelligence network.

Operationally rigorous: You produce documentation, playbooks, and toolkits that outlast you. You build systems that account teams can run, not campaigns that require you to run them.

A senior IC ready to become a people leader: You will not manage a team on day one. In 12–24 months you will build one. You already think and operate at that level.