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Head of Customer Retention

1 hour, 2 minutes ago
Serbia, Poland, Romania, Ukraine
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 as core business metrics.
  • Set retention targets, build the plan, ship the work, and report results.
  • Lead the existing Retention team and shape its future evolution.
  • Coach team members and help them produce stronger outcomes.
  • Monitor NPS and public review platforms such as Trustpilot, Capterra, and G2 to improve retention.
  • Work closely with Support, Engineering, and Product on retention-critical initiatives.
  • Use internal intelligence tools to identify churn signals, customer struggles, and emerging trends.
  • Develop business cases that make prioritization of retention fixes clear to Engineering and Product.

Requirements

  • Experience in a self-serve B2B SaaS environment, ideally SMB, prosumer, or developer tools.
  • Proven track record of measurably improving a retention metric at a previous company.
  • Ability to explain specific actions and results with concrete numbers.
  • Experience running self-serve renewal motions, not enterprise CSM teams.
  • Strong data fluency and comfort reading funnels.
  • Ability to write SQL or give precise instructions to an analyst.
  • Daily use of AI tools as part of the working stack.
  • Strong bias toward doing the work directly, including strategy, analysis, communications, and experimentation.
  • Ability to make decisions with about 70% of the information and adjust as needed.

Benefits

  • Competitive senior-leadership compensation.
  • 100% remote work since 2008.
  • Strong async culture with modest meeting load and real flexibility on hours.
  • Direct, regular access to the CEO and a low-politics environment.
  • Access to internal customer intelligence tools and responsive cross-functional counterparts.
  • 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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