Customer Retention Manager

Bitsbox - Boulder, CO - Full time

Bitsbox - Boulder, CO - Full time

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The goal of the Customer Retention Manager is to retain our subscribers. Your first job will be to get to know our customers really well, and then lead the charge on keeping them for as long as possible. You'll be creating amazing marketing campaigns, authoring help content, designing user training, and whatever else you discover is needed. 

In short, you'll be handed a problem: "Our customers sometimes leave us! How can we stop that from happening?" We can't tell you exactly how to solve it. 

We need a self-starter who thrives in an ever-changing environment. You'll be happiest here if you are scrappy, care about kids coding, and enjoy working in a small company (we have less than 10 full timers.) 

Responsibilities: 

  • Lead the effort to develop, execute, measure and optimize retention programs to reduce churn
  • Chop up the data to understand segmentation, journeys, touchpoints, and lifecycles for existing customers 
  • Partner with our fun and friendly marketing team to produce dashboard reports, insights & analysis, and subsequent direction for future acquisition & retention campaigns 
  • Create compelling self service content that engages customers at the right moment via the right channel 
  • Increase in-application engagement by creating and curating help center articles, blog posts, and videos. 

Requirements: 

  • Bachelor's degree 
  • Excellent writer (you'll be communicating with parents, teachers, and kids!) 
  • Powerful spreadsheet fu 
  • Big bonus: experience with practical statistics 
  • 5 or more years of strategic marketing campaign, customer success, and upsell experience in SaaS environments 
  • Demonstrated subject matter expertise in email marketing and retention 
  • Demonstrated experience in developing and managing customer churn 
  • Proven track record of continuous improvement around customer growth and retention
  • Scrappy, embraces uncertainty, cares about kids coding, and excited to work at a <10 person startup 

INSIDER TIP: the company is capitalized Bitsbox, not BitsBox, Bitbox, or Bitzbox :)

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Role

Marketing

Experience Level

Mid Level

Bitsbox

Established in January of 2015, Bitsbox is a subscription box that teaches kids to code. Over 1,000,000 kids in 100+ countries have clocked in more than 20 million minutes coding with Bitsbox. Bitsbox is passionately dedicated to giving every kid access to a coding education that inspires silliness, curiosity and a love for making. We pride ourselves on a company culture of creativity and hard work with healthy work-life balance.

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