Sr. Manager, Customer Retention

About the role

Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. We don’t just talk about impact; we build it!

As the Senior Manager, Customer Retention, you will play a critical role in driving revenue and growth by developing and implementing strategies aimed at increasing member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. Retention channels drive the majority of the revenue contribution, so this is a crucial role with a regular cadence of interaction and partnership with the leadership team. The Senior Manager will own the customer relationship management (CRM) platform, lifecycle and renewal communications strategy, retention performance analytics, and cross-functional coordination with the Contact Center, Product, and Business Insights teams.

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 our 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).
• 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.
• Fluency in subscription or membership-renewal mechanics preferred.
• Strong analytical, communication, and organizational skills.
• Proficient in Microsoft Excel, Outlook, PowerPoint, and Word.
• Strong project management skills, with attention to detail and an ability to effectively prioritize and manage multiple projects.
• Ability to communicate effectively with senior management and key stakeholders.

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, and internal equity. This position is eligible for a target bonus not reflected in the posted range.

Benefits

• Health coverage
• Retirement savings with company match
• Paid time off
• Parental leave
• Wellbeing resources
• Education support