Head of Retention Marketing

4 hours, 20 minutes ago
Lead
Sales and Business Development
Superside

Superside

Superside is an always-on design company that provides frictionless, delightful design at warp speed for marketing and creative teams. They offer a creative subscription service used by top brands to access a global team of designers, ensuring quality ...

Media
251-1K
Founded 2015
$35M raised

Description

  • Own the retention program design across onboarding, adoption, and renewal stages of the customer journey.
  • Work with Product Marketing on messaging that consistently reinforces customer value.
  • Build touchpoints and content that drive product usage and support renewal readiness.
  • Use data to identify churn risk early and activate account teams and automated interventions.
  • Partner with ABM and other teams to operationalize a Customer Advocacy Board and drive customer reviews.
  • Build subscription utilization programs that move customers from passive subscribers to active users.
  • Create customer-facing campaigns for major product releases that explain the what, why, and how of new features.
  • Partner with the lifecycle team to design automated journeys triggered by usage signals.
  • Develop playbooks, toolkits, and asset libraries that help Account Managers and Group Account Directors manage customer health proactively.
  • Create expansion enablement materials that help account teams sell new offerings, cross-sell services, and grow accounts.

Requirements

  • Experience owning renewal, churn reduction, or subscription growth as a primary mandate.
  • Experience driving customer product or service utilization as a core KPI.
  • Experience building or substantially redesigning customer lifecycle programs, including segmentation logic, trigger design, journey mapping, and A/B testing frameworks.
  • Experience building toolkits, playbooks, and resources for customer-facing commercial teams such as account teams or CSMs.
  • Strong data-driven cohort thinking with the ability to segment accounts by health and design targeted interventions.
  • Comfort building from near zero in a function that does not yet have established infrastructure.
  • Commercial mindset focused on revenue impact, renewal rate, and utilization outcomes.
  • Ability to work cross-functionally with Product Marketing, lifecycle, ABM, PMM, TPD, and account teams.
  • Experience operating as a senior individual contributor and readiness to build and lead a team in 12–24 months.

Interested in this position?

Apply directly on the company website

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