Responsibilities

• Elite Account Strategy: own the strategy and execution for top global clients, designing white-glove programs with high-touch executive engagement and bespoke IRL experiences to solidify partnerships.
• Scaled Retention Engine: design and optimize automated lifecycle journeys for mid-to-long tail customers to maximize CLV and identify expansion opportunities at scale.
• Segmented CRM Excellence: own the CRM implementation strategy with deep segmentation to move from generic messaging to highly relevant value-based dialogue.
• Community & Advocacy Building: bridge digital and physical engagement by building a customer community, overseeing a dedicated forum and localized events to drive loyalty.
• Churn Mitigation & Win-Back: research health and churn drivers, execute win-back campaigns, and implement proactive health scoring to protect revenue.
• Cross-Functional Bridge Building: collaborate with Sales, Product, and Research to unify the customer experience and feed the voice of the customer into the roadmap.

Requirements

• Experience: 8-12+ years of marketing experience with a focus on Retention, CRM, or ABM in a global, complex organization.
• Retention Expertise: proven track record managing both high-touch white-glove accounts and high-volume automated retention programs.
• Technical Fluency: deep experience with GTM stacks, including CRM (e.g., Salesforce), marketing automation, and community platforms.
• Strategic Leadership: ability to influence C-suite stakeholders and lead cross-functional teams in a matrixed environment.
• Education: Bachelor’s or Master’s degree in Business, Marketing, or related field.

Benefits

• Holistic Rewards: inclusive benefits package with health and wellness plans, a 401(k) with company match, and generous PTO; additional role-specific benefits may apply.