Sr. Retention Lifecycle & Operations Manager

Breather Products

277d • Onsite

About The Position

As the Sr. Retention Lifecycle & Operations Manager at BambooHR, you will be at the core of our retention efforts, leveraging data, automation, and cross-functional collaboration to enhance the customer lifecycle. You will focus on operational efficiency, proactive retention strategies, and driving insights that fuel business growth.

Requirements

• 8+ years of experience in customer lifecycle management, retention strategy, or operations within a SaaS or subscription-based company.
• Strong expertise in data analysis, customer segmentation, and engagement metrics to inform decision-making.
• Proven ability to design and implement customer journey frameworks that enhance retention and product adoption.
• Bachelor's degree in Business, Marketing, Analytics, or a related field (or equivalent experience).
• Strategic & Operational Thinking - You see the big picture and know how to build efficient, scalable processes that align with both customer needs and business goals.
• Data-Driven Decision Making - You know how to interpret complex customer data and translate insights into actionable strategies that drive measurable outcomes.
• Customer-Centric Execution - Deep understanding of customer lifecycle stages and behavioral drivers to enhance engagement, reduce churn, and optimize user adoption.
• Process Optimization & Attention to Detail - Ability to build, refine, and scale lifecycle processes while ensuring efficiency and compliance.
• Tech-Savvy & Analytical - Proficiency in tools like Gainsight, Tableau, Salesforce, and other CRM/engagement platforms to track, analyze, and optimize retention efforts.

Nice To Haves

• Passion for Customer Experience & Retention - You love figuring out what keeps customers engaged and obsessing over ways to improve retention strategies.
• Change Management Leadership - You're an advocate for innovation, capable of guiding cross-functional teams through process improvements and new retention initiatives.
• SaaS & Subscription Expertise - You understand the unique challenges of customer retention in a subscription business model and have a track record of reducing churn.
• Highly Autonomous & Impact-Driven - You're self-motivated, own your projects from start to finish, and consistently drive measurable results.
• Exceptional Communicator & Influencer - You can clearly articulate data-driven insights, influence stakeholders, and lead retention initiatives that impact the entire organization.

Responsibilities

• Own and Optimize Retention Operations - Develop and refine scalable operational processes that improve customer engagement, reduce churn, and increase customer lifetime value.
• Leverage Data & Analytics - Analyze customer behaviors, lifecycle trends, and engagement metrics to understand the 'why' behind customer decisions and recommend targeted interventions.
• Lifecycle & Journey Mapping - Design and implement strategic retention playbooks, mapping out key moments in the customer journey to optimize onboarding, engagement, and renewal experiences.
• Cross-Functional Collaboration - Partner with Customer Success, CX Digital, Product, and Marketing teams to align retention initiatives with business objectives and customer needs.
• Automate & Scale Retention Efforts - Work with internal systems like Gainsight, CRM tools, and automation platforms to streamline customer touchpoints and improve proactive outreach strategies.
• Monitor & Report Key Metrics - Track, analyze, and report on retention KPIs, providing actionable insights to leadership and ensuring continuous optimization.
• Drive Continuous Improvement - Stay ahead of industry trends and test new strategies to enhance customer retention, engagement, and satisfaction.

Benefits

• 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation.
• Medical with HSA and FSA options, dental, and vision.
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University - we pay for and you walk away with financial savvy and a bonus.
• Get paid to give your time to the community.
• Educational assistance for higher education expenses.
• Incredible office amenities including a full-size gym, pickleball courts, a great office cafe, and free fountain drinks.
• In-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters.
• Flexible work models: in-office, work-from-home, or hybrid.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree