Role Overview:

We are seeking a seasoned Retention Management leader to join our Bangalore team, tasked with architecting and executing strategies that drive long-term customer loyalty and sustainable revenue growth. In this role, you will lead the end-to-end lifecycle management of our user base, working closely with cross-functional teams including Product, Data Science, Marketing, and Customer Success to bridge the gap between user behavior and business objectives. You will be responsible for defining the growth framework that optimizes every touchpoint of the customer journey, ensuring that our value proposition resonates deeply with our audience. By leveraging data-driven insights to refine the customer experience, you will directly influence churn reduction, increase lifetime value, and solidify our market position as a customer-centric organization.

Key Responsibilities:

- Design and implement comprehensive retention strategies that identify at-risk segments and deploy personalized interventions to improve overall platform stickiness.

- Orchestrate end-to-end lifecycle management programs, mapping user milestones to targeted communication and product nudges to drive consistent engagement.

- Develop and iterate on a robust growth framework by analyzing cohort performance and conversion funnels to identify high-impact opportunities for revenue expansion.

- Oversee customer experience management initiatives by synthesizing qualitative feedback and quantitative metrics to eliminate friction points across the user journey.

- Partner with senior stakeholders to translate business goals into actionable retention roadmaps, ensuring alignment between product development and customer needs.

Required Skillset:

- Demonstrated ability to translate complex data sets into actionable retention strategies that have historically improved churn metrics and customer lifetime value.

- Proven expertise in managing the full customer lifecycle, with a deep understanding of behavioral psychology and its application in digital product environments.

- Exceptional communication and stakeholder management skills, with the ability to influence cross-functional teams and present strategic initiatives to leadership.

- Strong analytical mindset, capable of building and refining growth frameworks that balance short-term tactical wins with long-term brand equity.

- A postgraduate degree from a premier institute is preferred, reflecting a strong foundation in business strategy and analytical problem-solving.

- Ability to thrive in a high-growth, hybrid work environment in Bangalore, demonstrating the agility to pivot strategies based on real-time market feedback and performance data.

- 8 to 16 years of professional experience in retention, growth, or customer success leadership roles within a fast-paced, product-led organization.