Senior Manager - Customer Retention

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About the role

Join Henry Schein One, a global leader redefining dental practice management. As a Senior Manager, Customer Retention, you will drive revenue and growth by developing and implementing strategies to increase member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. You will own the CRM platform, lifecycle and renewal communications strategy, retention performance analytics, and cross‑functional coordination with the Contact Center, Product, and Business Insights teams. You will manage a team of retention marketers. This position is remote within the United States with up to 10% travel as needed.

Responsibilities

• Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
• Own the segmentation and personalization strategy behind the CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance.
• Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership‑ready, action‑oriented recommendations.
• Build and maintain forward‑looking renewal revenue forecasts by channel, and drive the tactical response to close any gap.
• Direct multi‑channel campaigns and tactics across the member journey, from new member onboarding through win‑back.
• Synthesize voice‑of‑customer signals and partner with Product on member portal and renewal‑funnel improvements, and with Contact Center on agent‑facing retention scripts and renewal handling practices.

Requirements

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber marketing lead role.
• 5+ years of management experience (any team size).
• Experience in DTC / B2C.
• Typically, a bachelor’s degree or global equivalent in a related discipline.
• Quantifiable track record of moving a primary retention and/or LTV metric at scale.
• Demonstrated analytical rigor — a track record of turning cohort, segmentation, or health‑scoring data into prioritized retention actions.
• Strong knowledge and experience with CRM platforms (e.g., HubSpot, Salesforce), including segmentation, automation and personalization.
• Strong analytical, communication and organizational skills.
• Outstanding presentation and public speaking skills.
• Outstanding independent decision‑making, analysis and problem‑solving skills.
• Proficient in Microsoft Excel, Outlook, PowerPoint, and Word.
• Ability to communicate effectively with senior management and key stakeholders.

Skills

• Fluency in subscription mechanics.
• Master’s degree or global equivalent (preferred).

Pay

The posted range for this position is $150,000‑$175,000, which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

Benefits

A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and more.

Schedule

Remote position within the United States with up to 10% travel as needed.

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About the role

Join Henry Schein One, a global leader redefining dental practice management. As a Senior Manager, Customer Retention, you will drive revenue and growth by developing and implementing strategies to increase member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. You will own the CRM platform, lifecycle and renewal communications strategy, retention performance analytics, and cross‑functional coordination with the Contact Center, Product, and Business Insights teams. You will manage a team of retention marketers. Please note that this position is not available to individuals residing in North Dakota, Rhode Island, Vermont, Delaware, Hawaii, Puerto Rico, or other US territories.

Responsibilities

• Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
• Own the segmentation and personalization strategy behind the CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance.
• Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership‑ready, action‑oriented recommendations.
• Build and maintain forward‑looking renewal revenue forecasts by channel, and drive the tactical response to close any gap.
• Direct multi‑channel campaigns and tactics across the member journey, from new member onboarding through win‑back.
• Synthesize voice‑of‑customer signals and partner with Product on member portal and renewal‑funnel improvements, and with Contact Center on agent‑facing retention scripts and renewal handling practices.

Requirements

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber marketing lead role.
• 5+ years of management experience (any team size).
• Experience in DTC / B2C.
• Typically, a bachelor’s degree or global equivalent in a related discipline.
• Quantifiable track record of moving a