Lead, Retention Strategy

Coursera•Mountain View, CA

9d•$137,275 - $173,500•Remote

About The Position

Coursera and Udemy have merged, creating a comprehensive skills development platform for the AI era. This union enhances our ability to drive AI-powered innovation and shape how the world acquires and develops skills during a significant period of change. Coursera, founded in 2012, aims to provide universal access to world-class learning by partnering with leading universities and industry experts to offer a wide array of content and credentials. Our platform innovations, including AI-driven personalization and features like Role Play and Course Builder, support instructors, partners, and companies in delivering scalable, personalized, and verified learning experiences. Globally, institutions utilize Coursera to upskill their workforce in high-demand fields such as GenAI, data science, technology, and business, while individuals use it to advance their careers. Coursera is a Delaware public benefit corporation and a B Corp. The recent combination with Udemy further solidifies our position as a leading global skills development platform.

Requirements

7+ years of experience in retention strategy, growth, monetization, product strategy, lifecycle marketing, analytics, management consulting, business operations, or a related analytical discipline.
Experience driving strategy and decision-making in a subscription or recurring revenue business, with exposure to retention, renewal, churn, engagement, pricing, payments, or monetization.
Strong analytical skills with experience using customer and business data to diagnose problems, size opportunities, evaluate experiments, and develop business cases.
Proven ability to influence cross-functional teams and drive alignment across complex initiatives.
Excellent written and verbal communication skills, including experience presenting recommendations to senior leaders.
Strong ownership, business judgment, and ability to operate independently in an ambiguous environment.

Nice To Haves

Experience in a consumer subscription, SaaS, marketplace, e-commerce, media, or education technology business.
Experience leading initiatives focused on retention, renewal, churn reduction, lifecycle engagement, payment recovery, or customer lifetime value.
Familiarity with experimentation, SQL or BI tools, and working closely with Analytics or Data Science teams.
Experience developing executive-level business reviews, strategic recommendations, or operating dashboards.

Responsibilities

Track Coursera + Udemy retention metrics across key customer segments, geographies, platforms, acquisition channels, buyer segments, subscription products, and renewal cohorts, identifying the key drivers of voluntary and involuntary churn throughout the customer lifecycle.
Develop a data-driven retention strategy by partnering with Research, Analytics, Data Science, and Support to combine customer behavior, qualitative insights, and business performance data, translating findings into prioritized opportunities and business cases.
Analyze key customer journeys—including onboarding, discovery, engagement, subscription usage, cancellation, renewal, save, and winback—to identify opportunities that improve learner value, renewal rates, engagement, and long-term customer value.
Partner with Product, Lifecycle, Monetization, and Payments teams to prioritize and shape initiatives that improve retention, including engagement strategies, pricing and promotional approaches, save and winback programs, and payment recovery efforts that reduce involuntary churn.
Own the retention experimentation roadmap, including opportunity sizing, prioritization, success metrics, test design, readouts, and recommendations for scaling successful initiatives.
Lead the cross-functional retention operating cadence, aligning stakeholders on priorities, progress, risks, decisions, and execution while driving accountability across partner teams.
Develop scalable frameworks, metrics, and decision tools that enable consistent evaluation, prioritization, and measurement of retention initiatives across the Consumer organization.
Communicate retention performance, strategic recommendations, and business impact through executive-ready narratives, dashboards, business cases, and decision documents, serving as a trusted thought partner to Consumer leadership.