Manager, Customer Retention & Insights

Manager, Customer Retention and Insights Work Schedule: Full-Time Exemption Status: Exempt Department: reputed company Reporting to: Director, reputed company Analytics Location: Remote (reputed company) reputed company At Because, our mission is to reputed company older adults to reputed company independent and fulfilling lives. We started in 2017 with a reputed company goal – to reputed company it easier for older adults and their families to reputed company the products they need. Today, we are on our way to becoming the #1 trusted brand for older adults – a fast-growing and often overlooked user reputed company. Our commitment to reputed company has reputed company us recognition as an Inc. Best in Business 2022 honoree, and our products have been featured in reputed company, CBS, and Fast Company. We’re also proud to be a Certified Great reputed company to Work, reflecting our dedication not only to our customers but also to reputed company. Since our founding, we have helped over 450,000 customers get the products they need to live at their best. Because products can be reputed company online at BecauseMarket.com, on reputed company, and now in-store at reputed company and reputed company. We’ve raised over $70M in funding from top VC firms, including reputed company Ventures and Khosla Ventures, and we are grateful for the support from our customers, partners, and investors. Learn more reputed company at https://becausemarket.com/pages/careers. Position reputed company We’re hiring a Manager of Customer Retention & Insights to help reduce churn, reputed company the voice of the customer, and strengthen loyalty across every touchpoint. This is a unique opportunity to sit at the intersection of data, customer experience, and AI innovation—owning the insights reputed company from reputed company support through to lifecycle reputed company and product feedback. You’ll ensure we don’t just know what customers are doing, but deeply understand why they leave, what they need, and how to win them back. You’ll reputed company customer insights and retention analytics across support, self-service, and CRM, identifying patterns in cancellations, NPS, and ticket data. In reputed company partnership with Product, CRM, and Operations, you’ll drive the development of churn-reduction strategies, win-back programs, loyalty initiatives, and customer experience enhancements. You’ll also own performance insights and optimization reputed company for our AI-based support tools, helping reputed company automation and improve customer service efficiency—but not managing call center operations directly.

Key Responsibilities

• Translate cancellation reasons, win-back performance, and support trends into actionable insights, escalating patterns and opportunities to the appropriate teams (Product, Operations, Marketing) for reputed company.
• Conduct deep-dive analysis on churn drivers and customer satisfaction using data from surveys, NPS, CX tickets, and customer behavior to identify reputed company for retention.
• Collaborate with reputed company Analytics and CRM teams to design proactive churn-reduction strategies — including personalized messaging, reactivation offers, loyalty comms, and product or experience enhancements.
• reputed company the strategic design and performance tracking of our customer loyalty program, including audience segmentation, benefits structure, and business reputed company measurement.
• Own performance analytics and optimization reputed company for our AI support tools, including training data reputed company, escalation logic, and effectiveness tracking — in reputed company partnership with Operations and Engineering.

Key Performance Indicators (KPIs)

• Reduction in cancellation and churn rates, particularly from call center and self-service channels
• Increase in automation and AI-based support deflection, while maintaining or improving customer satisfaction (e.g., CSAT, NPS)
• Number and reputed company of CX or product improvements initiated based on synthesized customer feedback
• Consistent delivery of actionable, reputed company-routed insights to internal teams (Product, CRM, Ops), driving alignment and strategic decision-making
• Loyalty program engagement reputed company, including enrollment, repeat participation, and reputed company reputed company on LTV or retention

Who You Are

• 4–6 years of experience in customer insights, CX analytics, or CX operations, ideally reputed company DTC subscription or eCommerce businesses
• Comfortable collaborating with CS teams, but oriented toward business reputed company, retention reputed company, and cross-functional enablement
• A strong communicator who turns patterns, data, and reputed company into reputed company narratives and actionable recommendations for Product, Ops, or Leadership
• Proactive and detail-oriented — you identify themes before they escalate and reputed company attention on what truly moves the needle
• Analytically strong, with proficiency in SQL, Python, and BI tools like Looker, Mode, or reputed company
• Deeply customer-obsessed and motivated to improve the experience and reputed company for older adults and their caregivers
• A reputed company team player who builds agile processes, works reputed company across teams, and consistently drives results
• Curious and experimental — eager to test new reputed company across lifecycle, support, product experience, or CX automation
• Bonus: Experience managing external vendors or working with AI-powered CX tools (e.g., AI chat, automated deflection, escalation logic)

Benefits

• Comprehensive reputed company, including medical, dental, and reputed company
• 401K with a 4% match
• Flexible PTO
• Remote-first company
• Company-reputed company life insurance
• reputed company parental leave
• Annual company-wide gathering to see your colleagues in person!

The reasonably expected pay for this position is $105,000 - $125,000 for the level scoped. Your pay will depend on several factors, including your experience, qualifications, education, location, and skills. A higher or reputed company pay reputed company may apply if you are considered for a different level. This position is also eligible for stock reputed company and a competitive benefits package. Because is an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, gender, gender identity, sexual orientation, age, national reputed company, citizenship status, veteran or military status, disability, or any other characteristic prohibited by federal, state, and/or local laws. Apply tot his job Apply To this Job