We're building a new, innovative Tech Touch segment to manage the majority of our accounts, and we're looking for a senior strategist to be the architect of this motion. This role is critical to addressing our current retention and adoption challenges, and your primary mission will be to
drive significant improvements in our Gross Revenue Retention (GRR) and monthly loss metrics.
You will serve as the strategic voice for the self-serve model, defining how our digital engines and AI agents proactively engage customers to drive adoption, improve their experience, and mitigate churn. You'll work at the intersection of customer needs and technology, providing the vision and strategic direction that allows us to scale our impact in a dynamic and ever-changing environment.
Key Responsibilities:
- Architect the Digital Retention Strategy: Design the end-to-end self-serve experience for existing customers, from automated onboarding flows to proactive, AI-driven interventions, with a clear focus on maximizing customer lifetime value and reducing revenue loss.
- Define Business Requirements for Technology: Serve as the primary business stakeholder for all self-serve technology. You will define the strategic requirements for our Risk Engine, AI agents, and digital enablement programs, working closely with product, data, and engineering teams to translate them into a prioritized roadmap.
- Partner with Cross-Functional Stakeholders: Act as a key strategic partner to teams across the organization—including Customer Success, Product, Marketing, and Data & Analytics—influencing them to align on a unified strategy to improve retention.
- Lead with Data & Insights: Partner with our centralized data and analytics team to define and track key business metrics, including Gross Revenue Retention (GRR) , churn rate, and monthly revenue loss. You will use data to continually optimize the customer experience and identify new opportunities for growth.
- Scale the Customer Experience: Lead the effort to define the content, messaging, and communication flows for our self-serve tools and automated campaigns, ensuring they are helpful, on-brand, and designed for maximum impact.