Director – Customer Experience & Retention

About the role

The role will lead Customer Experience, Retention, Lifecycle, In-Product Value Programs, and CX/Retention Product initiatives , driving activation, engagement, subscription, renewal, and long-term customer value. The role works closely with Engineering, Growth, Product, Brand, and Payments to build a seamless, data-driven and AI-enabled customer journey.

What you'll do

• Own end-to-end post-install CX and value delivery for free and paying users
• Drive onboarding, activation, engagement, retention, renewal, recovery, and win-back
• Build in-product programs that improve value discovery, adoption, and engagement
• Own CX/retention product priorities and partner with Engineering for execution
• Design personalized lifecycle journeys across Push, In-App, SMS, WhatsApp, and outbound channels

What you need

• CRM
• Lean