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Head of Customer Retention

1 hour, 36 minutes ago
Slovenia, Croatia, Hungary, Romania
Full-time
Executive
Customer Success Manager
Customer and Technical Support
SQL WordPress
Apply Now
OnTheGoSystems

OnTheGoSystems

OnTheGoSystems is a remote team of tech enthusiasts, innovators, creatives, and engineers dedicated to building cutting-edge translation tools that empower businesses of all sizes to expand globally. Their flagship product, WPML (WordPress Multilingual...

Internet Software & Services
51-250
Founded 2007
View All Jobs 15

Description

  • Own churn rate, renewal rate, and net revenue retention, including setting targets, building the plan, shipping the work, and reporting results.
  • Lead the existing Retention team and shape its evolution over time.
  • Coach and develop team members to raise performance and output.
  • Use internal intelligence tools to identify support trends, customer struggles, and emerging churn signals.
  • Partner with Support, Engineering, and Product to prioritize and ship retention-critical fixes and improvements.
  • Develop business cases that make prioritization obvious to Engineering and Product.
  • Own and improve NPS and public-rating surfaces such as Trustpilot, Capterra, and G2.
  • Write strategy, run analysis, draft communications, and personally execute retention experiments.
  • Report directly to the CEO and drive outcomes without relying on layers or committee-style coordination.

Requirements

  • Experience with retention metrics and a demonstrated track record of measurably improving retention at a previous company.
  • Ability to explain exactly how you moved a retention metric, including specific numbers, actions, and results.
  • Background in self-serve B2B SaaS, especially SMB, prosumer, or developer tools.
  • Experience running a self-serve renewal motion rather than an enterprise CSM motion.
  • Strong data fluency and comfort reading funnels and customer behavior patterns.
  • Ability to write SQL or work precisely through an analyst.
  • Comfort using AI tools as part of your daily working stack.
  • Decisive judgment: able to commit with about 70% of the information and adjust as needed.
  • Preference for candidates who want to do the work directly rather than only manage it.

Benefits

  • Competitive senior-leadership compensation.
  • 100% remote work since 2008 with real flexibility on hours.
  • Strong async culture with a modest meeting load.
  • Direct, regular access to the CEO and a role with real authority over a key business metric.
  • AI-amplified working culture with investment in tooling and team norms.
  • Generous time off.
  • Education and conference budget.
  • Hardware provided.

Interested in this position?

Apply directly on the company website

Apply Now

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