Director of Membership Retention & Growth

American City Business Journals, Inc.; Charlotte (NC); On-site; USD 140,000 - 210,000; Full time

Job summary

American City Business Journals in Charlotte, NC seeks a Director of Retention to lead a proactive retention discipline that protects and grows membership revenue. You will drive lifecycle marketing, churn analysis, and renewal optimization across channels, partnering with data, product, and marketing teams to improve renewal outcomes and lifetime value.

The role requires deep analytical capability, a track record of turning insights into measurable actions, and a passion for transparent

Qualifications

• 8+ years in retention, lifecycle, subscription, CRM, or membership strategy.
• Diagnose churn and translate insight into measurable interventions.
• Strong analytics: cohort analysis, A/B testing, incremental impact.
• Experience with Chargebee, HubSpot, Salesforce or comparable platforms.
• Challenge legacy practices and lead change across teams.
• Strong communication and a commitment to transparent reporting.

Responsibilities

• 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 cancel.
• Build 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 hypothesis, audience, control, success metric, economics, and decision rule.
• Scale proven wins, revise inconclusive work, stop ineffective programs, publish lessons.
• Own Chargebee retention tools, cancellation flows, onsite save offers, renewal experiences, and payment recovery.
• Improve data quality, event tracking, and trigger reliability.
• Report on renewal, churn, retained revenue, and retention ROI.
• 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.

Skills

Retention strategy

Lifecycle marketing

CRM

Data analytics

A/B testing

Cross-functional mgmt

Tools

Chargebee

HubSpot

Salesforce

Job description

American City Business Journals in Charlotte, NC seeks a Director of Retention to lead a proactive retention discipline that protects and grows membership revenue. You will drive lifecycle marketing, churn analysis, and renewal optimization across channels, partnering with data, product, and marketing teams to improve renewal outcomes and lifetime value.

The role requires deep analytical capability, a track record of turning insights into measurable actions, and a passion for transparent