Head of Customer Retention

WPML

4d • Remote

About The Position

WPML is the world's most popular multilingual plugin for WordPress, powering hundreds of thousands of paying customers including agencies, store owners, publishers, and governments. As a profitable company for over a decade, we ship real software that real customers depend on. We are seeking an individual to own customer retention, not just coordinate it. This role is responsible for churn rate, renewal rate, and net revenue retention, including setting targets, building plans, executing work, and reporting results. The Head of Customer Retention will also be responsible for moving NPS program scores and public rating surfaces (Trustpilot, Capterra, G2). This position involves leading and evolving the existing Retention team, coaching team members, and scaling the team's impact through AI-amplified work. Key collaborations will be with Support, Engineering, and Product teams. The role requires directly mining churn signals from Support using internal intelligence tools, developing business cases for retention-critical fixes with Engineering and Product, and reporting directly to the CEO with a focus on results rather than elaborate presentations.

Requirements

• Desire to be hands-on with the work, not just managing it.
• Proven ability to write strategy, run analysis, draft communications, and ship experiments.
• Proficiency in using AI tools to enhance productivity, not avoid work.
• Measurable success in moving a retention metric at a previous company, with specific details on actions and results.
• Experience in self-serve B2B SaaS, specifically SMB, prosumer, or developer tools.
• Experience running a self-serve renewal motion (not an enterprise CSM team).
• Data-fluent with the ability to read funnels and write SQL or instruct analysts precisely.
• Ability to commit and adjust with 70% of the information.
• Willingness to make decisions without escalating to the CEO.
• Treating coordination as a cost of work, not its substance.

Responsibilities

• Own churn rate, renewal rate, and net revenue retention.
• Set retention targets and build the plan to achieve them.
• Execute retention initiatives and report on results.
• Improve NPS program scores and public rating surfaces.
• Lead and evolve the existing Retention team, coaching team members.
• Scale the team's impact through AI-amplified work.
• Collaborate with Support to mine churn signals and identify customer struggles.
• Work with Engineering and Product to ship retention-critical fixes, providing business cases for prioritization.
• Directly report results to the CEO.

Benefits

• A real metric to move with the authority to do so.
• Direct, regular access to the CEO.
• A politics-free and committee-free environment.
• An AI-amplified working culture with investment in tooling and team norms.
• Competitive senior-leadership compensation.
• 100% remote work environment since 2008.
• Strong async culture with a modest meeting load.
• Real flexibility on hours.
• Competent counterparts in Engineering, Product, and Support.
• Direct access to customer intelligence through internal tools (no reports to request, no meetings to schedule).
• Generous time off.
• Education and conference budget.
• Hardware.
• Stability of a 17-year-old profitable company without bureaucracy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed