Senior Retention Lifecycle And Operations Manager

Summary

Join BambooHR's Customer Experience team as a Sr. Retention Lifecycle & Operations Manager and play a pivotal role in enhancing customer retention. You will own and optimize retention operations, leverage data and analytics to understand customer behavior, and design strategic retention playbooks. This role requires strong cross-functional collaboration, automation of retention efforts, and reporting on key metrics. The ideal candidate possesses extensive experience in customer lifecycle management within a SaaS environment, along with strong analytical and communication skills. BambooHR offers a fantastic company culture, competitive benefits, and opportunities for professional growth.

Requirements

• 8+ years of experience in customer lifecycle management, retention strategy, or operations within a SaaS or subscription-based company
• Strong expertise in data analysis, customer segmentation, and engagement metrics to inform decision-making
• Proven ability to design and implement customer journey frameworks that enhance retention and product adoption
• Bachelor’s degree in Business, Marketing, Analytics, or a related field (or equivalent experience)
• Strategic & Operational Thinking – You see the big picture and know how to build efficient, scalable processes that align with both customer needs and business goals
• Data-Driven Decision Making – You know how to interpret complex customer data and translate insights into actionable strategies that drive measurable outcomes
• Customer-Centric Execution – Deep understanding of customer lifecycle stages and behavioral drivers to enhance engagement, reduce churn, and optimize user adoption
• Process Optimization & Attention to Detail – Ability to build, refine, and scale lifecycle processes while ensuring efficiency and compliance
• Tech-Savvy & Analytical – Proficiency in tools like Gainsight, Tableau, Salesforce, and other CRM/engagement platforms to track, analyze, and optimize retention efforts

Responsibilities

• Own and Optimize Retention Operations – Develop and refine scalable operational processes that improve customer engagement, reduce churn, and increase customer lifetime value
• Leverage Data & Analytics – Analyze customer behaviors, lifecycle trends, and engagement metrics to understand the "why" behind customer decisions and recommend targeted interventions
• Lifecycle & Journey Mapping – Design and implement strategic retention playbooks, mapping out key moments in the customer journey to optimize onboarding, engagement, and renewal experiences
• Cross-Functional Collaboration – Partner with Customer Success, CX Digital, Product, and Marketing teams to align retention initiatives with business objectives and customer needs
• Automate & Scale Retention Efforts – Work with internal systems like Gainsight, CRM tools, and automation platforms to streamline customer touchpoints and improve proactive outreach strategies
• Monitor & Report Key Metrics – Track, analyze, and report on retention KPIs, providing actionable insights to leadership and ensuring continuous optimization
• Drive Continuous Improvement – Stay ahead of industry trends and test new strategies to enhance customer retention, engagement, and satisfaction

Preferred Qualifications

• Passion for Customer Experience & Retention – You love figuring out what keeps customers engaged and obsessing over ways to improve retention strategies
• Change Management Leadership – You’re an advocate for innovation, capable of guiding cross-functional teams through process improvements and new retention initiatives
• SaaS & Subscription Expertise – You understand the unique challenges of customer retention in a subscription business model and have a track record of reducing churn
• Highly Autonomous & Impact-Driven – You’re self-motivated, own your projects from start to finish, and consistently drive measurable results
• Exceptional Communicator & Influencer – You can clearly articulate data-driven insights, influence stakeholders, and lead retention initiatives that impact the entire organization

Benefits

• 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits . Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
• Financial Peace University . We pay for a one year subscription and you walk away with financial savvy and a bonus
• Get paid to give your time to the community: ask us about this!
• Educational Benefits . Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses
• Amazing Office Amenities . We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks! Ask us more about our office!
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!
• Flexible Work Models . In-office, work-from-home, or hybrid, depending on position and location