Lifecycle Journey Manager, Retention

About the role

Own end-to-end retention strategy and the primary KPI - Retention Rate, repeat monetization moments, D30/Dn retention, and churn. Define retention and churn scoring, triggers, and intervention logic; set the signals and guardrails the decisioning stack (Hightouch) acts on. Design reactivation, win-back, and engagement journeys, and build direct-deposit and habit stickiness. Build and launch in Iterable - increasingly via AI decisioning - owning QA, frequency, and suppressions. Design holdouts and read incrementality with Analytics to prove true retention lift, distinguishing it from compounded-cycle artifacts. Shape the loyalty and premium experience in partnership with PMM and Product. Own the numbers and the retention narrative for leadership, surfacing insights and clear next steps. Direct and supervise the AI agents that execute retention programs, and set their guardrails.

Responsibilities

• Own end-to-end retention strategy and the primary KPI - Retention Rate, repeat monetization moments, D30/Dn retention, and churn.
• Define retention and churn scoring, triggers, and intervention logic; set the signals and guardrails the decisioning stack (Hightouch) acts on.
• Design reactivation, win-back, and engagement journeys, and build direct-deposit and habit stickiness.
• Build and launch in Iterable - increasingly via AI decisioning - owning QA, frequency, and suppressions.
• Design holdouts and read incrementality with Analytics to prove true retention lift, distinguishing it from compounded-cycle artifacts.
• Shape the loyalty and premium experience in partnership with PMM and Product.
• Own the numbers and the retention narrative for leadership, surfacing insights and clear next steps.
• Direct and supervise the AI agents that execute retention programs, and set their guardrails.

Requirements

7–10+ years in lifecycle / CRM / retention marketing for a digital product or subscription business, with a deep retention and churn focus. A track record owning retention strategy and personally shipping journeys in Iterable, Braze, Salesforce Marketing Cloud, or similar. Advanced data literacy - survival / cohort analysis, incrementality, and experimentation design. Experience building triggered, always-on retention programs (onboarding, win-back, reactivation, loyalty). Comfort defining inputs to ML decisioning (churn scoring, next-best-action) and interpreting model outputs. Senior cross-functional leadership - influence without authority and keep stakeholders aligned and moving. Excellent communication; able to set definitions and measurement standards the wider team adopts. A bias toward ownership and action.

Qualifications

Experience in fintech, subscription, or consumer products. Familiarity with AIDs, Hightouch, or other predictive decisioning platforms.

Skills

Advanced data literacy - survival / cohort analysis, incrementality, and experimentation design. Experience building triggered, always-on retention programs (onboarding, win-back, reactivation, loyalty). Comfort defining inputs to ML decisioning (churn scoring, next-best-action) and interpreting model outputs. Senior cross-functional leadership - influence without authority and keep stakeholders aligned and moving. Excellent communication; able to set definitions and measurement standards the wider team adopts. A bias toward ownership and action.

Benefits

The chance to join a major global tech company listed on the S&P 500 A meaningful learning & development budget and clear career growth Comprehensive health and wellbeing benefits Modern equipment (Mac/Windows) for work and personal use Employee Stock Purchase Plan Location: NYC Office (Onsite 3 days per week)

Pay

Annual base salary for this position is expected to be between $160,000 and $185,000. Base salary is one component of Gen's total compensation package, which includes 401(k) match, health insurance options, disability coverage, life insurance, and unlimited paid time off. Actual salaries will vary based on a candidate’s qualifications, experience, skills, and competencies related to the role.

Schedule

Flexible working hours with hybrid / home-office options