Head of Customer Retention

1 hour, 41 minutes ago
Full-time
Lead
Customer and Technical Support
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

Description

  • Own churn rate, renewal rate, and net revenue retention targets and outcomes.
  • Build and execute the retention strategy, including analysis, planning, experimentation, and reporting.
  • Lead the Retention team and evolve its structure as the work scales.
  • Coach team members and help them deliver more impact.
  • Work closely with Support, Engineering, and Product to identify churn drivers and ship retention-critical fixes.
  • Use internal intelligence tools to monitor support trends, ticket patterns, account behavior, and churn signals directly.
  • Develop business cases that make product and engineering prioritization clear.
  • Own the company’s NPS program and public rating surfaces such as Trustpilot, Capterra, and G2.
  • Draft communications and run retention experiments as part of hands-on execution.
  • Report directly to the CEO on results and progress.

Requirements

  • Experience with retention metrics and having measurably improved a retention metric at a previous company.
  • Ability to explain specific actions and results with concrete numbers.
  • Background in self-serve B2B SaaS, preferably SMB, prosumer, or developer tools.
  • Experience with self-serve renewal motions rather than enterprise CSM-led motions.
  • Strong data fluency and comfort reading funnels and customer behavior trends.
  • Ability to write SQL or give precise instructions to an analyst.
  • Comfort using AI tools as part of daily work.
  • Willingness to stay hands-on with strategy, analysis, communications, and experiments.
  • Ability to make decisions with incomplete information and adjust quickly.
  • Preference for candidates who miss doing the work after being promoted into management.

Benefits

  • Competitive senior-leadership compensation.
  • 100% remote work since 2008.
  • Strong async culture with a modest meeting load and real flexibility on hours.
  • Direct, regular access to the CEO and a no-politics, no-committee environment.
  • An AI-amplified working culture with tooling and team norms that support high leverage.
  • 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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