Senior Manager, Customer Retention

Henry Schein

1d•$150,000 - $175,000•Remote

About The Position

The Senior Manager, Customer Retention drives revenue and growth by developing and implementing strategies to increase member retention, renewal performance, and lifetime value for the DentalPlans.com member base. Retention channels contribute the majority of revenue, and the role regularly partners with the leadership team. The position owns the CRM platform, lifecycle and renewal communications strategy, retention performance analytics, and cross-functional coordination with Contact Center, Product, and Business Insights teams. It uses subscriber metrics, audience cohorts, and segment behaviors to improve engagement and renewal rates and reduce churn, and manages a team of retention marketers. This position is remote within the United States, with up to 10% travel as needed. It is not eligible for employment-based visa sponsorship; candidates must be authorized to work in the United States without current or future employer sponsorship. Henry Schein One is not currently hiring people residing in North Dakota, Rhode Island, Vermont, Delaware, Hawaii, Puerto Rico, or other U.S. territories.

Requirements

10+ years of marketing experience, including 5+ years in a customer retention or subscriber marketing lead role.
5+ years of management experience, with any team size.
Experience in DTC/B2C.
Typically, a bachelor’s degree or global equivalent in a related discipline.
Quantifiable track record of moving a primary retention and/or lifetime-value metric at scale.
Demonstrated analytical rigor and a track record of turning cohort, segmentation, or health-scoring data into prioritized retention actions.
Strong knowledge and experience with CRM platforms, such as HubSpot or Salesforce, including segmentation, automation, and personalization.
Strong analytical, communication, and organizational skills.
Outstanding presentation and public-speaking skills.
Outstanding independent decision-making, analysis, and problem-solving skills.
Proficiency in Microsoft Excel, Outlook, PowerPoint, and Word.
Ability to communicate effectively with senior management and key stakeholders.
Must be authorized to work in the United States without current or future employer sponsorship.

Nice To Haves

Fluency in subscription mechanics.
Master’s degree or global equivalent.

Responsibilities

Own retention strategy and revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
Own CRM segmentation and personalization strategy, applying member behavioral and lifecycle differences to segmentation logic and directing platform enhancements to improve campaign performance.
Translate retention-risk frameworks, member health scoring, and renewal-performance data into leadership-ready, action-oriented recommendations.
Build and maintain forward-looking renewal revenue forecasts by channel, and drive tactical responses to close performance gaps.
Direct multi-channel campaigns and tactics across the member journey, from new-member onboarding through win-back.
Synthesize voice-of-customer signals and partner with Product on member portal and renewal-funnel improvements.
Partner with the Contact Center on agent-facing retention scripts and renewal-handling practices.
Manage a team of retention marketers.