Senior Manager, Retention Strategy & Intelligence
$158,000–$218,000 year
Hybrid · California, United States or New York, United States
Job Summary
Senior Manager, Retention Strategy & Intelligence leads the development and operationalization of Guided Renewals, an AI-powered approach to proactive retention. Owns risk signal definition and tracking, collaborates with TDI and Data Science to build AI models that surface risk and personalize interventions, and leads field cadences and renewal strategy. Responsible for tooling and infrastructure integration (CRM/ERP), designing workflows, and driving adoption. Establishes performance measures, conducts root-cause analysis on churn, and ensures actionable intelligence is delivered to field teams and leadership. Partners with Renewals and GTM teams across the customer lifecycle to translate data signals into actionable retention strategies, while driving roadmap execution from pilot to GA with a focus on reducing cognitive load and increasing retention outcomes.
Required Qualifications
- 7+ years across Customer Success, Renewals, Sales Enablement, or Revenue Operations with hands-on experience in data, analytics, or process automation
- Technical Fluency: Working knowledge of AI/ML, data architecture, and APIs
- AI Systems Thinking: Able to design the logic and guardrails that govern AI behavior and ensure outputs are accurate and operationally useful
- Strategic Translator: Connects data signals to customer realities and understands how field teams actually work
- Product Thinking: Experience defining requirements, managing roadmaps, and iterating on user feedback
- Cross-Functional Leadership: Able to influence and align across Engineering, Data Science, Sales, CS, and Renewals
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