Director, Lifecycle Retention & Revenue Growth

ACBJ; Charlotte (NC); Presencial; USD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits package

Mental health & wellness programs

Generous time-off policy

Paid Parental Leave

401K with Employer Match

Commuter benefits

Descripción de la vacante

American City Business Journals is seeking a Director of Retention in Charlotte, NC to lead a proactive retention discipline focused on membership revenue growth. You will drive lifecycle strategies, churn modeling, and optimized journeys across onboarding, renewal, and win-back initiatives, partnering with data, marketing, and product teams to deliver measurable results.

In this role you will own retention tools and workflows, ensure rigorous testing, and report performance with transparency.

Formación

• 8+ years in retention, lifecycle, subscription, CRM, or membership strategy.
• Proven ability to diagnose churn and turn insight into measurable interventions.
• Strong analytical skills: cohort analysis, A/B testing, incremental impact, and business cases.
• Experience with Chargebee, HubSpot, Salesforce or comparable platforms.
• Ability to challenge legacy practices and lead change across teams without direct authority.
• Strong communication and a commitment to transparent reporting, even when results disappoint.

Responsabilidades

• Build a retention roadmap tied to membership revenue goals.
• Identify churn drivers by cohort, tenure, product use, market, price, acquisition source, and engagement.
• Prioritize interventions by customer impact, revenue value, effort, and speed to learning.
• Identify risk signals early and intervene before members decide to cancel.
• Build differentiated journeys for new, engaged, inactive, high-value, high-risk, expiring, canceled, and former members.
• Partner with Data and Technology on churn models, trigger logic, and measurement.
• Turn cancellation reasons and feedback into product, content, service, and marketing changes.
• Design and optimize onboarding, engagement, pre-renewal, renewal, save, payment recovery, win-back, and upgrade journeys.
• Coordinate timing and messaging across email, onsite, app, and customer service.
• Maintain a transparent test backlog. Define the hypothesis, audience, control, success metric, economics, and decision rule for every test.
• Scale proven wins, revise inconclusive work, stop ineffective programs, and publish lessons.
• Own Chargebee retention tools, cancellation flows, onsite save offers, renewal experiences, and payment recovery.
• Improve data quality, event tracking, and trigger reliability. Evaluate emerging tools.
• Report on renewal, churn, retained revenue, and retention ROI. Distinguish correlation from causation. Surface negative trends and failed tests early.
• Work with Growth & Membership Strategy, Development, Onsite Marketing, CRM, Audience Operations, Customer Service, Data and local markets.
• Translate retention insights into improvements in product, content, service, billing, and member benefits.

Conocimientos

Retention strategy

Lifecycle marketing

CRM proficiency

Data analysis

A/B testing

Cross-functional leadership

Clear reporting

Communication

Herramientas

Chargebee

HubSpot

Salesforce

Descripción del empleo

American City Business Journals is seeking a Director of Retention in Charlotte, NC to lead a proactive retention discipline focused on membership revenue growth. You will drive lifecycle strategies, churn modeling, and optimized journeys across onboarding, renewal, and win-back initiatives, partnering with data, marketing, and product teams to deliver measurable results.

In this role you will own retention tools and workflows, ensure rigorous testing, and report performance with transparency.