The Senior Customer Value Manager will drive end-to-end customer value and retention across subscription-based ed-tech products, leading a small team to mine behavioral data, surface insights, and launch initiatives to boost lifetime value, deepen engagement, and optimize retention strategies.
Requirements
- Data Crunching: run queries on Metabase and other BI tools to gather critical data on retention and customer value.
- Retention Strategy Development: Architect end-to-end retention plays, including win-back flows, loyalty programs etc., and oversee A/B test roadmaps for customer value initiatives in collaboration with Product and Marketing teams.
- Subscription Expertise: Apply ed-tech and subscription-model best practices to onboarding, renewals, and engagement frameworks.
- AI Tools & Automation: Integrate over time churn-prediction models, personalization engines, and AI-powered dashboarding tools to streamline decision-making.
- Cross-Team Collaboration: Partner with Product Managers and Marketing to translate insights into in-app experiences and lifecycle campaigns focused on boosting onboarding experience, TTV and renewals.
- Voice of Customer: Lead surveys, interviews, and usability sessions to validate hypotheses and prioritize initiatives.
- Create a Retention framework: Design and implement a retention framework by establishing a maturity model and mapping out a strategic roadmap to elevate Mindvalley’s retention capabilities.
- Customer Value Growth: develop initiatives in collaboration with Product and Marketing to increase renewals and drive upsells during the life of the customer.
- Team Leadership & Development: Mentor the team, run 1:1s, set quarterly OKRs, define training plan and remove execution barriers.
- Business Reviews & Reporting: Conduct regular executive reviews, presenting data-driven insights and roadmap recommendations ensuring the message is clear and can be understood by less retention savvy stakeholders.
- Competitive Benchmarking: Lead market analysis to inform retention positioning and campaign differentiation.
