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Head of Customer Retention

1 hour, 36 minutes ago
Spain, Italy, Portugal
Full-time
Lead
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 and driving outcomes.
  • Build and execute the retention plan from analysis through implementation and results reporting.
  • Lead the existing Retention team and evolve its structure as the work scales.
  • Coach and develop team members to increase their impact and effectiveness.
  • Monitor support trends, ticket patterns, account behavior, and churn signals using internal intelligence tools.
  • Work closely with Support to identify current customer pain points and emerging retention risks.
  • Partner with Engineering and Product to ship retention-critical fixes and improvements.
  • Develop business cases that make prioritization of retention work clear to Engineering and Product.
  • Own the NPS program and improve public rating surfaces such as Trustpilot, Capterra, and G2.
  • Report retention performance and outcomes directly to the CEO.

Requirements

  • Experience independently driving retention work rather than only managing a team.
  • Demonstrated ability to measurably improve a retention metric at a previous company.
  • Ability to explain specific actions taken, the numbers involved, and the results achieved.
  • Background in self-serve B2B SaaS, ideally in SMB, prosumer, or developer tools.
  • Experience with self-serve renewal motions, not enterprise CSM-led renewal models.
  • Data-fluent and comfortable reading funnels and retention metrics.
  • Ability to write SQL or work precisely with an analyst to get the analysis needed.
  • Comfort using AI tools as part of a daily workflow.
  • Strong decision-making in ambiguity, including committing with incomplete information and adjusting as needed.
  • Preferred: experience leading or shaping retention work in a mature, profitable software company.

Benefits

  • Competitive senior-leadership compensation.
  • Direct, regular access to the CEO.
  • 100% remote work since 2008.
  • Strong async culture with a modest meeting load and flexible hours.
  • 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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