Principal Product Marketing Manager, Retention

Responsibilities

• Own the end-to-end product marketing strategy for QuickBooks Online retention across the full customer lifecycle, spanning proactive risk intervention, reactive and last-mile saves, and value demonstration for tenured customers.
• Translate behavioral, usage, and sentiment signals together with qualitative and quantitative research into a prioritized, sized portfolio of retention programs, and drive the highest-impact opportunities to market.
• Identify at-risk customers earlier using product and customer signals, and design proactive interventions that match the right message, experience, and offer to the reason a customer is disengaging before cancellation intent forms.
• Design and optimize personalized save experiences at the moment of decision, including the cancellation and payment-failure journeys, right-sizing and downgrade pathways, and the tradeoff between offer-led and value-led saves.
• Build value-realization motions that help tenured customers recognize the return they are already paying for, through benefit showcases, in-product moments, transactional communications, and habit-forming workflows.
• Partner deeply across Product, Lifecycle Marketing, Customer Success, Analytics, Research, and Sales to design and execute integrated retention programs, and lead cross-functional orchestration so experiences reinforce a consistent value narrative.
• Establish operating rigor for retention: prioritize and size opportunities, influence roadmaps, run a high-velocity experimentation portfolio, remove blockers, and escalate tradeoffs with clarity.
• Own business outcomes, write and manage a performance measurement plan - in partnership with analytics - and establish end-to-end visibility from insight to measurable retention impact.
• Bring a strong point of view to pricing and promotional levers, shaping the retention and saves response that protects the customer relationship and the base.
• Make go-forward recommendations and present learnings and results to senior leaders across the organization.

Qualifications

• BA/BS required, or equivalent work experience.
• Experience in SaaS companies and B2B marketing; MBA a plus.
• 10+ years of professional marketing experience, with a track record leading go-to-market, lifecycle, retention, or growth strategies.
• Demonstrated ability to translate customer insight and business strategy into prioritized programs that actually launch and drive measurable results.
• Fluency in experimentation and analytics, with the judgment to form clear hypotheses, size opportunities, and read results to decide what to scale, iterate, or stop.
• Excellent communication and storytelling skills, with the ability to align diverse teams and senior leaders around a shared retention strategy.
• Proven experience influencing cross-functional teams, including Product, Lifecycle Marketing, Customer Success, Analytics, and Sales, to deliver outcomes without direct authority.
• Deep curiosity about customers and what drives them to stay, disengage, or leave.
• Demonstrated high levels of ownership, strong bias for action, and the desire to drive significant, measurable performance results.
• Track record of making principled, data-based decisions balanced with experienced judgment, and of assessing ambiguous and complex issues to reach thoughtful recommendations.
• Familiarity with pricing and packaging, subscription retention dynamics, or product-led growth is a plus.