Head of Retention: 100% Remote Opportunity
About EverBee
At EverBee, we believe that everyone deserves the opportunity to pursue their passions and live life on their own terms. We are committed to making global commerce accessible and simpler for everyone around the world -- and using it as a force for good in families and communities. We are firm believers that with unwavering commitment and determination, anyone can achieve success.
Our software suite is designed to help creators succeed by providing them with the platform they need to build their online business. We are committed to providing a user-friendly and intuitive platform that empowers our users to achieve their goals and create a better life for themselves and their families.
EverBee is currently trusted by 750,000+ users around the globe - and we're just getting started.
If this describes you, please read-on:
- You're motivated, hungry, and truly care about the work you do and the people you impact.
- You get obsessed with improving things and talking about the future
- You're NOT interested in "work life balance", rather, you want to LEARN faster, be challenged more -- you're more interested in "integrating" your life with your work.
As our Head of Retention, you will play a critical leadership role in ensuring EverBee's customers remain engaged, satisfied, and loyal. Reporting directly to the CEO, you will be responsible for driving Net Revenue Retention (NRR), reducing churn, and increasing customer lifetime value (CLTV) through strategic, data-driven initiatives.
Role Overview
The Head of Retention will lead the development and execution of retention strategies that align with EverBee’s vision and growth goals. This role requires a combination of strategic thinking, operational expertise, and customer-centricity to enhance the customer journey and unlock opportunities for expansion revenue.
Key Responsibilities
Retention Strategy & Leadership
- Design and execute a comprehensive customer retention strategy focused on achieving 100%+ Net Revenue Retention (NRR).
- Own the retention metrics, setting and achieving goals for churn reduction, CLTV growth, and engagement.
- Build and lead a retention team (as needed) to scale efforts and ensure best practices.
Customer Journey Optimization
- Map and continuously improve the customer journey to create a seamless, value-driven experience.
- Partner with product, marketing, and customer success teams to address friction points and improve feature adoption.
- Advocate for customers’ needs by bringing insights to the product roadmap.
Data-Driven Insights
- Analyze customer data to identify trends, predict churn risks, and uncover growth opportunities.
- Create regular retention reports for the CEO and executive team, providing actionable recommendations.
- Leverage tools and platforms to enhance data visibility and campaign performance (e.g., Gainsight, HubSpot, Mixpanel).
Collaboration Across Teams
- Work closely with marketing to design and execute lifecycle campaigns, loyalty programs, and upsell initiatives.
- Collaborate with product teams to ensure customer feedback informs development priorities.
- Align with sales and customer success to drive upsell/cross-sell opportunities and proactive customer engagement.
Retention Campaigns & Initiatives
- Lead targeted retention and win-back campaigns for at-risk customers.
- Develop loyalty programs to reward and retain high-value customers.
- Ensure all customer communications emphasize EverBee’s value and align with the brand voice.
Key Metrics for Success
- Net Revenue Retention (NRR): Achieve and maintain 100%+ NRR.
- Churn Rate: Reduce customer churn across all product lines.
- Customer Lifetime Value (CLTV): Drive growth in customer value over time.
- Expansion Revenue: Increase upsell and cross-sell revenue.
- Engagement Metrics: Improve feature adoption and active usage rates.
Qualifications
Experience
- 7+ years of experience in customer retention, lifecycle marketing, customer success, or a related field, preferably in SaaS, ecommerce, or subscription-based businesses.
- Demonstrated success in reducing churn and driving retention metrics like NRR and CLTV.
- Experience leading cross-functional initiatives and managing teams.
Skills
- Strong analytical mindset with expertise in interpreting data and deriving actionable insights.
- Excellent communication and leadership skills, with the ability to influence and collaborate across teams.
- Proficiency with retention tools and platforms (e.g., Amplitude, HubSpot, Mixpanel, Tableau).
- Customer-first mindset with a focus on delivering exceptional experiences.
- Deep understanding of the creator economy, ecommerce, or SaaS business models.
- Experience implementing cross-sell and upsell strategies at scale.
- Familiarity with retention metrics such as NRR, GRR, and CLTV.