Sr. Customer Retention Manager

Here at Malwarebytes, we believe that when you’re free from threats, you’re free to thrive. It all started in 2008 with one person who needed help with a malware infection, and a community coming together to find solutions. In that moment in time a product was born for all people, with a mission to rid the world of malware. Our product has since grown and evolved, from removing malware, to protecting devices, to ever-changing prevention. About Malwarebytes Inc. Malwarebytes began after our founder, Marcin Kleczynski, accidentally infected his parents’ computer while downloading a video game as a teenager. At the time, there was no product that could fully solve the problem, so he set out to build one. That early experience shaped our mission: to create protection that works when people need it most. Since then, the digital threat landscape has only grown more complex. Attackers are faster, stealthier, and more sophisticated, while traditional solutions often overwhelm people with complicated tools and settings. At Malwarebytes, we believe protection should be both powerful and refreshingly simple because if security feels too hard to use, people will not use it. That is why our aspiration is always to stay one step ahead: cutting through the noise, stopping threats others miss, and delivering peace of mind in an unpredictable digital world. Malwarebytes is looking for... A Senior Customer Retention Manager who can blend analytical and creative thinking to engage and retain our valuable customer base. Reporting directly to the Lifecycle and Customer Experience Director, you will be responsible for developing and executing programs that reduce churn, drive ongoing engagement, and increase customer lifetime value. This role requires a strong understanding of subscription management, customer lifecycle, and the ability to collaborate across a complex organization to drive consensus and deliver results. Malwarebytes’ Customer Value team is dedicated to providing engaging and impactful experiences for our customers. We focus on generating sustained growth through innovative and purpose-driven marketing programs. What You Will Do: • Lead key retention strategies by identifying opportunities and delivering programs to reduce churn and increase customer lifetime value • Leverage business trends, product analytics, and customer insights to identify churn predictors, and shape engagement and retention strategies • Bring complex quantitative and qualitative insights together to illustrate opportunities, define recommendations, and get buy-in • Partner with product, lifecycle, and e-commerce teams to prioritize and implement programs, including subscription management, upgrade, and renewal flows • Clearly define retention program requirements, key performance indicators, monitor performance, report on results, and drive continuous optimization • Develop and maintain a clear understanding of key customer journeys, customer motivations, and product experience to help identify opportunities to boost engagement and customer happiness • Support go-to-market efforts for new features and products, enabling cross-sell, engagement, and adoption opportunities • Lead cross-functional projects with minimal guidance, fostering collaboration and building consensus to achieve shared goals and outcomes • Develop innovative strategies to drive customer engagement, create habit loops, and demonstrate ongoing value Skills You'll Need to Have: • 5+ years of experience in customer retention and lifecycle marketing • 2+ years of experience with subscription products and ecommerce subscription management • A passion for exceptional customer experiences and inventive marketing programs • Strong analytical skills with the ability to interpret data, identify trends, recognize opportunities, and report findings • Excellent communication skills and ability to collaborate with stakeholders at all levels • Experience with product analytics tools and a/b testing solutions like Amplitude and VWO Perks & Benefit: Comprehensive medical, dental, and vision insurance coverage Employee Referral Bonus Program Wellness programs 401k and employer matching for (US Employees) Comprehensive Time Off policy An opportunity to do something great for yourself and the world! (Benefits and Perks subject to change by country/region) Apply tot his job Apply To this Job