Responsibilities

• Own Lifecycle Churn Mitigation Strategy
• Define and lead the end-to-end retention strategy across the subscriber lifecycle, positioning churn reduction as a core driver of sustainable growth and LTV expansion.
• Establish a proactive, signal-based approach to identifying churn risk and deploying targeted lifecycle interventions that improve engagement and reduce both active and passive churn.
• Continuously evolve the retention strategy through data, experimentation, and market insights.
• Design At-Risk Lifecycle Interventions
• Build and manage lifecycle programs targeting at-risk subscribers, including cancel-save experiences, behavioral nudges, engagement recovery campaigns, and payment recovery messaging.
• Develop segmented retention strategies tailored to different subscriber behaviors, tenure stages, and engagement patterns.
• Partner with Lifecycle Operations and Automations teams to scale these interventions across channels.
• Leverage Data & Modeling to Identify Risk Signals
• Collaborate with Analytics and Data Science to translate churn models and behavioral signals into actionable lifecycle strategies.
• Define the targeting, triggering, and prioritization frameworks that power proactive retention efforts.
• Leverage ongoing performance insights to refine intervention timing, audience selection, and strategic focus.
• Optimize the Subscriber Retention Experience
• Partner with Product teams on retention-related product experiences such as cancel flows, subscription management UX, and feature adoption journeys.
• Identify structural drivers of churn and advocate for product and experience improvements that reduce friction and increase long-term engagement.
• Embed lifecycle thinking into product development to strengthen retention outcomes at the source.
• Drive Experimentation & Performance
• Lead structured experimentation across retention programs, offers, messaging, and intervention timing.
• Measure program impact across key retention metrics including churn reduction, save rates, and lifetime value improvements.
• Surface insights that inform broader lifecycle and product strategies.
• Collaborate Across Growth & Lifecycle Teams
• Work closely with Lifecycle Marketing leaders, Product, Analytics, Marketing Operations, and Creative teams.
• Align retention strategies with broader lifecycle initiatives including onboarding, engagement, and monetization.
• Help shape the long-term retention roadmap for Crunchyroll’s subscriber business.