Customer Retention Lead, Amazon Leo

Amazon • Bellevue, WA

7d • $136,000 - $184,100 • Onsite

About The Position

The Amazon Leo North America Consumer team is looking for a talented Senior Product Manager to lead retention and churn prevention in the US. This role is responsible for reducing subscriber churn, deploying save interventions, and protecting customer lifetime value. You will have a high degree of ownership as you define at-risk customer segments, develop intervention strategies, and build the programs that prevent churn before it happens. You will work closely with GTM, Growth, Product, Marketing, Field Service, Customer Service, Finance, and Analytics. A successful candidate will be both entrepreneurial, highly analytical, and able to work extremely effectively in a matrixed organization. We are looking for someone customer obsessed and data-driven with a proven track record of building retention programs at scale, especially in subscription businesses with measurable churn economics. You will be a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment, all while ensuring we're protecting the lifetime value of every subscriber we acquire.

Requirements

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience owning technology products
• 5+ years of customer lifecycle or subscriber base management

Nice To Haves

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

Responsibilities

• Develop and execute the end-to-end retention and churn prevention strategy, deploying predictive churn indicators to identify at-risk subscribers and match them to the right interventions
• Define and manage retention offers, eligibility gating, and distribution plans to ensure interventions reach the right customers at the right time
• Build and optimize save programs across inbound (CS-assisted) and outbound (automated) channels, measuring intervention effectiveness through A/B testing and holdout groups
• Track and report on subscriber retention and churn trends, business performance, variance to plan, and corrective actions as part of weekly, monthly, and quarterly business reviews
• Own the bottom-up churn forecast for long-range business planning cycles and near-term operational requirements
• Partner with Data Science and Analytics teams to develop and optimize churn prediction models
• Analyze and leverage customer data and behavioral signals to identify leading indicators of churn, inform intervention timing, and present detailed business cases for new retention investments to executive leadership
• Deliver insightful business analyses, financial models, and comprehensive, written strategy documents quantifying the contribution profit impact of churn reduction initiatives
• Partner with Product & Engineering teams to define tooling requirements for retention offer distribution and eligibility gating, influencing the product roadmap to reduce manual operational burden

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree