Retention Lead

Department: Growth

Employment Type: Full Time

Location: Remote - United States

Compensation: $150,000 - $180,000 / year

Description

Key Responsibilities

• Own optimization of the entire lifecycle journey by removing friction, improving communications, and designing incentive-driven campaigns to boost engagement, activation, and retention.
• Create and scale our retention engineering program focused on driving negative net dollar churn for our cohorts of Bold Debit Cardholders and Bold Rewards browser extension users.
• Audit and optimize lifecycle communications in Klaviyo, ensuring timely, personalized messaging across key touchpoints (onboarding completion, scholarship nomination, debit activation, etc).
• Run A/B tests and iterate messaging to improve engagement and conversion.
• Identify drop-off points through retention analytics and implement interventions to address them.
• Develop multichannel re-engagement programs (email, SMS, push) to revive inactive users and reduce churn.
• Create reporting systems to track retention performance and continuously refine lifecycle strategies, with MAUs and LTV as your primary goals.

Skills, Knowledge and Expertise

• Data analysis. You’re comfortable diving into open-ended data problems yourself and don’t generally need help pulling relevant data. 
• Retention Expertise. You have deep expertise in retention marketing, including segmentation, journey mapping, user interviews and lifecycle campaigns execution.
• Results-Oriented: You are outcome-driven, with a proven ability to run rapid tests and extract learnings from both wins and losses.
• Automation. You’re strong at leveraging tools like Make.com, Zapier, AI, and Slack notifications to automate business processes and in lifecycle marketing tools such as Braze, Klaviyo, Iterable. etc.
• Bandwidth. You’re very good at getting a lot done quickly with excellence. 
• Resourcefulness. You thrive in the chaos of startups and love making complicated, uncertain things simple.
• Communication. You give and receive feedback directly and easily, and you’re generally great to work with. Our team is globally distributed and often works across time zones, so strong written and verbal communication skills are a must.

• 5+ years of experience in retention or lifecycle marketing at high-growth, mid-stage startups, including at least 1–2 years owning strategy and execution in a complex retention function.
• Bachelor's degree in Marketing, Business, Economics, Engineering or a related field of study.
• Proven track record of developing and executing successful retention marketing strategies that drive business results.
• Demonstrate excellent attention to detail, time management skills, and an ability to prioritize multiple tasks in a highly fluid, fast-paced environment.
• An analytical mindset with the ability to interpret data and make data-driven decisions
• Obsessed with the customer journey and passionate about email and SMS marketing.
• Entrepreneurial and resourceful, with a constant desire to learn and grow.
• Please note that we don’t require a specific background. If you meet the required skills, we’d love to hear from you.

Benefits