Customer Retention Specialist

• Develop strategies and experiences to bolster retention, prevent churn, and rescue at-risk customers across the paid customer journey
• Lead digital efforts within +/- 90 days of expiration, to maintain paid subscribers by optimizing self-service experiences for renewal checkout, auto-renew settings, payment options, and resubscriptions
• Optimize for "last mile" saves and late renewals through programs, tests, and cross-team marketing initiatives to meet our financial targets and enhance customer experiences, overseeing implementation across teams
• Develop strategies for hand-offs to customer support, sales or customer success for high-value at-risk customers across the digital journey
• Improve the subscription cancellation experience to offer alternative retention paths and offers to build trust and loyalty with our customers
• Synthesize qualitative and quantitative data to define market requirements, prioritize needs, create success definitions, and collaborate with technical teams to build and launch compelling subscription management "products"
• Tailor digital subscription management experiences for different customer segments and personas, ensuring an understanding of their desired outcomes
• Produce reports and presentations for stakeholders and leadership, being a subject matter expert for our digital retention and self-service initiatives

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