Marketing Manager, Retention

FreshBooks • Waterloo, ON

9d

About The Position

As a Retention Marketing Manager, you are the primary champion for customer health across the organization. You will analyze why customers leave, build strategies to keep them, lead winback programs to bring them back, influence the product roadmap, and build the business cases for structural changes that improve the customer experience. This is a high-visibility individual contributor role that requires a blend of deep data analysis, strategic business casing, and cross-functional collaboration.

Requirements

• 5+ years in a strategic or analytical role (Retention, Marketing, or Finance) with a proven track record in business casing and pricing strategy.
• Advanced skills in Looker (or similar BI tools) and Excel/Google Sheets. You must be able to derive insights from large, complex datasets.
• Exceptional storytelling abilities. You can translate complex data into clear, thoughtful recommendations for senior stakeholders and sales teams.
• Bachelor’s degree in Business, Marketing, Economics, or a related field
• Demonstrated ability to lead complex projects and drive results within a fast-paced, challenging environment.
• Proven ability to lead through influence in an individual contributor capacity, utilizing a strong customer first vision to inspire and drive results across Product, Marketing, and Sales teams without direct authority

Nice To Haves

• an MBA or advanced degree is preferred.

Responsibilities

• Perform deep dive cohort analysis to track retention trends over time. You will identify behavioral differences between various customer segments (e.g. by acquisition channel, industry, or plan type) to pinpoint exactly where and why churn occurs and advocate for systemic fixes
• Serve as the champion on why customers churn. You will synthesize qualitative and quantitative feedback to influence Product roadmaps, ensuring retention driving features are prioritized
• Develop and implement data backed strategies to improve customer retention, engagement and overall satisfaction
• Own the end-to-end strategy for re-engaging former customers, including defining offer structures and save tactics while maintaining financial discipline.
• Monitor save rates and program effectiveness. You’ll use data to identify process gaps and areas for improvement
• Regularly present performance updates and strategic insights to senior leadership, directly influencing retention outcomes
• Partner with Sales, Marketing, Product, and Support teams to ensure retention strategies are consistent and effectively implemented across all touchpoints. Act as the retention lead in cross departmental rituals, ensuring that Product, Sales, Marketing, and Support strategies are aligned with a customer first, long term value mindset
• Stay informed on industry trends and SaaS best practices to continuously improve our churn mitigation tactics

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 101-250 employees