Customer Success Manager

• Lead and define the Retention/Lifecycle strategy for the clients, in partnership with key business stakeholders.
• Identify and implement high-impact initiatives across retention channels that will accelerate customer growth, product adoption, and revenue generation.
• Establish key metrics for retention success, develop dashboards with the analytics team, monitor and report regularly to leadership & key stakeholders across the organization.
• Develop a data-driven, CRM approach, including customer segmentation, cohort modeling and customer journey optimization for a global consumer base.
• Partner closely internal teams to define the ideal customer journey and work cross-functionally to ensure we execute to the intention of excellence.
• Oversee the design and execution of loyalty programs, referral initiatives, and other customer engagement tactics to foster long-term relationships and maximize customer lifetime value.
• Continuously assess and optimize the user experience across all touchpoints, working closely with product teams to identify opportunities for improvement and innovation.
• Stay abreast of industry trends, competitor activities, and emerging technologies in retention marketing and customer relationship management, providing thought leadership and recommendations for staying ahead of the curve.
• Architect and deploy a strategy around automation campaigns, based on product purchase insights, customer behavior and product innovation calendar.
• Create a retention channel playbook that drives brand strategy in conjunction with digital performance strategy.
• Own A/B testing across channels.
• Collaborate with internal teams to develop messaging and creative that is impactful, targeted, personalized, and consistent with brand standards.
• Maintain overall health, development, maintenance, and reporting of email/SMS database and own the associated deployment calendar.
• Act as a thought leader within the organization and the industry, sharing insights, best practices, and case studies with clients and internal stakeholders.

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