Head of Retention Marketing

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Retention Programs

• Continuous emphasis on value: Collaborate with Product Marketing on messaging and take charge of program design that consistently reminds customers of their decision to choose Superside.

• Renewal behavior: Develop touchpoints and content that enhance account usage, creating both psychological and commercial incentives for renewal.

• Churn reduction: Utilize data to pinpoint customers at risk and engage account teams along with automated programs to reconnect them prior to renewal discussions.

• Customer Advocacy Board: Collaborate with ABM to implement a Superside Customer Advocacy Board. Work alongside PMM and TPD to encourage customer reviews and uncover opportunities for customer participation in marketing initiatives.

• Adoption & Utilization

• Subscription utilization initiatives: Establish systems that transition customers from passive subscribers to active users, aiming for complete utilization of their plan each month.

• New feature education: Each significant product release from Product Marketing requires a customer-facing campaign that clarifies the what, why, and how.

• Usage-triggered journeys: Collaborate with the lifecycle team to create automated journeys triggered by usage signals.

• Account Team Enablement

• AM & GAD toolkits: Develop playbooks and asset libraries that equip Account Managers and Group Account Directors with the resources necessary to proactively manage customer health—such as email templates, outreach guides, and objection handling—without the need for a custom campaign for each account.

• Expansion enablement: Create materials that assist AMs and GADs in articulating and selling new Superside offerings, cross-selling services, and fostering account growth.

⛳️ Requirements

• Ownership of subscription or retention marketing: You have taken charge of renewal, churn reduction, or subscription growth as a primary focus—rather than as a byproduct of a broader marketing role. This has been your responsibility.

• Core KPI of utilization or product usage: In at least one position, you were responsible for motivating customers to actively engage with a product or service. You developed programs centered around this metric and understand what influences it.

• Programmatic lifecycle infrastructure: You have either created or significantly overhauled a customer lifecycle program—including segmentation logic, trigger design, journey mapping, and A/B testing frameworks—not merely executing campaigns designed by others.

• Enablement of account teams or CSMs: You have developed toolkits, playbooks, and resources for customer-facing commercial teams and understand the distinction between valuable assets and those that remain unused in a folder.

• Data-driven cohort analysis: You do not wait for reports to identify issues. You possess the ability to segment an account base by health, recognize risk patterns, and design targeted interventions for specific cohorts.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work options.

• Opportunities for professional development and career growth.

• Comprehensive health benefits and wellness programs.