Original listing text, shown exactly as published by the company.
What you’ll do
- Define, track and report key metrics: churn rate (by cohort, segment), renewal/expansion rates, usage/engagement KPIs, net revenue retention, product health scores, etc.
- Work with Data Science/Analytics to develop predictive models (churn risk, customer health scoring) and leverage those insights into prioritised product work‐streams.
- Design and deliver product capabilities (features, flows, nudges, onboarding, in-app guidance, retention campaigns) that proactively engage users, reduce risk of drop-off, and optimise for renewal.
- Partner with Customer Success, Onboarding and Growth teams to build hooks for expansion and upsell, cross-sell and stickiness strategies.
- Influence the product roadmap: collaborate with engineering, design, UX, growth and marketing to prioritise and execute on retention-centric initiatives across the platform.
- Own the voice of the customer: conduct qualitative research, user interviews, customer health signals, churn exit interviews, segmentation. Translate these insights into product requirements, user stories and value propositions.
- Continuously monitor and iterate: run experiments (A/B tests), evaluate impact of retention features, refine, scale what works and sunset what doesn’t.
- Mentor and coach other product managers (PMs, APMs) working on adjacent areas (onboarding, expansion). Act as a thought-leader in retention best practices within the product org.
- Collaborate with GTM and marketing teams to ensure that messaging, positioning and lifecycle communications reinforce retention / renewal behaviours.
- Present to senior leadership and stakeholders on strategy, roadmap, progress and business impact.
What we’re looking for (Must-Haves)
- 10+ years of product management experience (software/digital products) with increasing scope and complexity.
- Proven track record of owning product strategy and execution, ideally at a senior/IC level (Principal or equivalent).
- Prior experience working on retention, churn reduction or customer success problems - identifying risk factors, designing product/UX interventions, measuring impact.
- Strong analytical and data-driven mindset: you can work with usage data, run experiments, interpret cohort analyses and define meaningful KPIs.
- Experience collaborating cross-functionally with engineering, design, growth, customer success, marketing. Strong stakeholder management skills.
- Excellent communication skills - able to influence without direct authority, build alignment across multiple teams, articulate roadmap and outcomes to leadership.
- Comfortable working in ambiguous environments, able to structure problems, create hypotheses, prioritise ruthlessly, and drive forward execution.
- Prior experience in a SaaS product business or digital subscription business (preferred) - with familiarity of ARR, churn, net retention, usage-based pricing, expansion models. (If you’ve worked in a high-scale consumer app with retention/churn focus, that’s also
relevant.)
What we’d like (Great-to-Have)
- Experience specifically in a SaaS platform business (B2B, multi-tenant) where churn reduction and expansion were major levers of growth.
- Experience with onboarding, adoption, in-app behaviour nudges, product-led growth models.
- Experience in global / multi-region product rollout.
What you’ll get
- Opportunity to lead a strategic pillar (retention) that has top‐level business impact.
- A collaborative environment: you will work with engineering, design, data science, customer success, growth & marketing.
- A strong growth trajectory: influence our platform’s next phase of growth, scale global operations, and build frameworks that others will follow.
About you
You are an instinctive product leader, driven by a desire to understand customer behaviour, usage patterns and business outcomes. You thrive in turning ambiguous, complex problems (Why do customers churn? How do we reduce that?) into clear strategies, high-impact initiatives and measurable results. You balance strategic thinking with hands‐on execution, and you know how to build, test, iterate, and scale features that matter. You are a strong communicator and influencer - able to partner across teams, lead without authority and manage up to leadership. You are comfortable living in a growth-stage SaaS/tech environment, where change is constant
and speed matters. And you’re ready to own retention as a strategic lever for business growth.
