Director, Retention

ACBJ•Charlotte, NC

About The Position

The Director, Retention builds and leads a retention roadmap tied to membership revenue goals. The role diagnoses churn across cohorts, tenure, product use, markets, price, acquisition source, and engagement, then prioritizes interventions by customer impact, revenue value, effort, and speed to learning. It identifies risk signals early and develops differentiated journeys for members at different lifecycle stages and engagement levels. The Director partners with Data and Technology on churn models, trigger logic, and measurement; converts cancellation reasons and member feedback into improvements across product, content, service, and marketing; and designs and optimizes onboarding, engagement, renewal, save, payment recovery, win-back, and upgrade journeys. The role coordinates messaging across email, onsite, app, and customer service. The position owns Chargebee retention tools, cancellation flows, onsite save offers, renewal experiences, and payment recovery. It maintains a transparent testing backlog, defines hypotheses and decision rules, scales proven results, revises inconclusive work, stops ineffective programs, and publishes lessons. The Director reports on renewal, churn, retained revenue, and retention ROI, distinguishing correlation from causation and surfacing negative trends and failed tests promptly. The role works across Growth & Membership Strategy, Development, Onsite Marketing, CRM, Audience Operations, Customer Service, Data, and local markets, translating retention insights into improvements in product, content, service, billing, and member benefits.

Requirements

8+ years in retention, lifecycle, subscription, CRM, or membership strategy.
Proven ability to diagnose churn and turn insight into measurable interventions.
Strong analytical skills, including cohort analysis, A/B testing, incremental impact, and business cases.
Experience with Chargebee, HubSpot, Salesforce, or comparable platforms.
Ability to challenge legacy practices and lead change across teams without direct authority.
Strong communication skills and commitment to transparent reporting, even when results disappoint.

Responsibilities

Build a retention roadmap tied to membership revenue goals.
Diagnose churn by cohort, tenure, product use, market, price, acquisition source, and engagement.
Prioritize retention interventions by customer impact, revenue value, effort, and speed to learning.
Identify early risk signals and intervene before members decide to cancel.
Build differentiated journeys for new, engaged, inactive, high-value, high-risk, expiring, canceled, and former members.
Partner with Data and Technology on churn models, trigger logic, and measurement.
Turn cancellation reasons and feedback into product, content, service, and marketing changes.
Design and optimize onboarding, engagement, pre-renewal, renewal, save, payment recovery, win-back, and upgrade journeys.
Coordinate timing and messaging across email, onsite, app, and customer service.
Maintain a transparent test backlog and define the hypothesis, audience, control, success metric, economics, and decision rule for every test.
Scale proven wins, revise inconclusive work, stop ineffective programs, and publish lessons.
Own Chargebee retention tools, cancellation flows, onsite save offers, renewal experiences, and payment recovery.
Improve data quality, event tracking, and trigger reliability; evaluate emerging tools.
Report on renewal, churn, retained revenue, and retention ROI; distinguish correlation from causation and surface negative trends and failed tests early.
Collaborate with Growth & Membership Strategy, Development, Onsite Marketing, CRM, Audience Operations, Customer Service, Data, and local markets.
Translate retention insights into improvements in product, content, service, billing, and member benefits.