Senior Manager - Customer Retention

Henry Schein One; United States; Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Health coverage

Retirement savings with company match

Paid time off

Job summary

Henry Schein One is seeking a Senior Manager, Customer Retention to drive revenue by increasing member retention, renewal performance, and lifetime value for the DentalPlans.com base. This remote role within the United States includes up to 10% travel.

You will own the CRM platform, lifecycle and renewal communications, retention analytics, and cross-functional coordination with the Contact Center, Product, and Business Insights teams.

Qualifications

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber marketing lead role.
• 5+ years of management experience (any team size).
• Experience in DTC / B2C.
• Typically, a bachelor’s degree or global equivalent in related discipline.
• Quantifiable track record of moving a primary retention and/or LTV metric at scale.
• Demonstrated analytical rigor—turning cohort, segmentation, or health-scoring data into prioritized retention actions.
• Strong knowledge and experience with CRM platforms (HubSpot, Salesforce), including segmentation, automation and personalization.

Responsibilities

• Own retention strategy and related revenue targets tied to voluntary member renewal across Web and Call Center channels.
• Own segmentation and personalization strategy behind our CRM platform and roadmap for platform enhancements to improve campaign performance.
• Translate data from retention risk frameworks and renewal performance reporting into leadership-ready recommendations.
• Build and maintain forward-looking renewal revenue forecasts by channel and drive tactical responses to close gaps.
• Direct multi-channel campaigns and tactics across the member journey, from onboarding to win-back.
• Synthesize voice-of-customer signals and partner with Product and Contact Center on renewal improvements.

Skills

Marketing strategy

Customer retention

Team leadership

CRM platforms

Data analysis

Communication

Presentation skills

Excel

Education

Bachelor's degree or global equivalent

Tools

HubSpot

Salesforce

Job description

Shape what's next in dental technology

Join Henry Schein One!

Join a globalleaderredefiningdental practice managementand do work thatactuallymatters.At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.Yourideas fuel innovation that enhances patient care and drivesreal resultsfor practices.

Wedon'tjust talk aboutimpact;we build it!Backed by a trusted reputation, ourleaders foster an inclusive and supportive environment where we staysolely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectationsfor performance and delivering results; as part of awinningteam,you'llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your winscelebrated.

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. Through a deep understanding of subscriber metrics tied to audience cohort and segment behaviors, you will improve engagement and renewal rates and reduce churn. You will also manage a team of retention marketers.

This position is Remote within the United States with up to 10% travel as needed.

What you will do

• Retention Strategy & Performance: Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
• CRM Platform & Segmentation Strategy: 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.
• Insights & Performance Reporting: Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership-ready, action-oriented recommendations.
• Retention Forecasting: Build and maintain forward-looking renewal revenue forecasts by channel, and drive the tactical response to close any gap
• Channel & Campaign Management: Direct multi-channel campaigns and tactics across the member journey, from new member onboarding through win-back.
• Member Experience, Voice-Of-Customer & Cross-Functional Partnership: 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.

What weare looking for

• 10+yearsof marketing experience, including 5+ yearsincustomer retention or subscriber Marketing lead role
• 5+ years of management experience (any team size)

Experience in DTC / B2C

Typically, a bachelor's degree or global equivalent in related discipline

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 (ie, Hubspot, Salesforce), including segmentation, automation and personalization

Stronganalytical,communication andorganizationalskills

Outstanding presentation and public speaking skills

Outstanding independent decision making, analysis and problem-solving skills

ProficientinMicrosoftExcel,Outlook,PowerPoint,andWord

Ability to communicateeffectivelywithsenior management and key stakeholders

What will set you apart:

Fluency in subscription mechanics

Master's degree or global equivalent

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

What you'll gain as a #TeamSchein member

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

_Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in North Dakota, Rhode Island, Vermont, Delaware, Hawaii, Puerto Rico and other US territories_