Manager, Customer Retention & Insights

Manager, Customer Retention and Insights Work Schedule: Full-Time Exemption Status: Exempt Department: Growth Reporting to: Director, Growth Analytics Location: Remote (United States) About Us At Because, our mission is to empower older adults to lead independent and fulfilling lives. We started in 2017 with a simple goal – to make it easier for older adults and their families to access the products they need. Today, we are on our way to becoming the #1 trusted brand for older adults – a fast-growing and often overlooked user segment. Our commitment to excellence has earned us recognition as an Inc. Best in Business 2022 honoree, and our products have been featured in Forbes, CBS, and Fast Company. We’re also proud to be a Certified Great Place to Work, reflecting our dedication not only to our customers but also to our team. Since our founding, we have helped over 450,000 customers get the products they need to live at their best. Because products can be found online at BecauseMarket.com, on Amazon, and now in-store at CVS and Walmart. We’ve raised over $70M in funding from top VC firms, including Index Ventures and Khosla Ventures, and we are grateful for the support from our customers, partners, and investors. Learn more about us at Position Summary We’re hiring a Manager of Customer Retention & Insights to help reduce churn, amplify the voice of the customer, and strengthen loyalty across every touchpoint. This is a unique opportunity to sit at the intersection of data, customer experience, and AI innovation—owning the insights loop from frontline support through to lifecycle strategy and product feedback. You’ll ensure we don’t just know what customers are doing, but deeply understand why they leave, what they need, and how to win them back. You’ll lead customer insights and retention analytics across support, self-service, and CRM, identifying patterns in cancellations, NPS, and ticket data. In close partnership with Product, CRM, and Operations, you’ll drive the development of churn-reduction strategies, win-back programs, loyalty initiatives, and customer experience enhancements. You’ll also own performance insights and optimization strategy for our AI-based support tools, helping scale automation and improve customer service efficiency—but not managing call center operations directly. Key Responsibilities • Translate cancellation reasons, win-back performance, and support trends into actionable insights, escalating patterns and opportunities to the appropriate teams (Product, Operations, Marketing) for intervention. • Conduct deep-dive analysis on churn drivers and customer satisfaction using data from surveys, NPS, CX tickets, and customer behavior to identify levers for retention. • Collaborate with Growth Analytics and CRM teams to design proactive churn-reduction strategies — including personalized messaging, reactivation offers, loyalty comms, and product or experience enhancements. • Lead the strategic design and performance tracking of our customer loyalty program, including audience segmentation, benefits structure, and business impact measurement. • Own performance analytics and optimization strategy for our AI support tools, including training data quality, escalation logic, and effectiveness tracking — in close partnership with Operations and Engineering. Key Performance Indicators (KPIs) • Reduction in cancellation and churn rates, particularly from call center and self-service channels • Increase in automation and AI-based support deflection, while maintaining or improving customer satisfaction (e.g., CSAT, NPS) • Number and impact of CX or product improvements initiated based on synthesized customer feedback • Consistent delivery of actionable, well-routed insights to internal teams (Product, CRM, Ops), driving alignment and strategic decision-making • Loyalty program engagement rate, including enrollment, repeat participation, and downstream impact on LTV or retention Who You Are • 4–6 years of experience in customer insights, CX analytics, or CX operations, ideally within DTC subscription or eCommerce businesses • Comfortable collaborating with CS teams, but oriented toward business impact, retention strategy, and cross-functional enablement • A strong communicator who turns patterns, data, and anecdotes into clear narratives and actionable recommendations for Product, Ops, or Leadership • Proactive and detail-oriented — you identify themes before they escalate and focus attention on what truly moves the needle • Analytically strong, with proficiency in SQL, Python, and BI tools like Looker, Mode, or Mixpanel • Deeply customer-obsessed and motivated to improve the experience and outcomes for older adults and their caregivers • A collaborative team player who builds agile processes, works well across teams, and consistently drives results • Curious and experimental — eager to test new ideas across lifecycle, support, product experience, or CX automation • Bonus: Experience managing external vendors or working with AI-powered CX tools (e.g., AI chat, automated deflection, escalation logic) Benefits • Comprehensive healthcare, including medical, dental, and vision • 401K with a 4% match • Flexible PTO • Remote-first company • Company-paid life insurance • Paid parental leave • Annual company-wide gathering to see your colleagues in person! The reasonably expected pay for this position is $105,000 - $125,000 for the level scoped. Your pay will depend on several factors, including your experience, qualifications, education, location, and skills. A higher or lower pay range may apply if you are considered for a different level. This position is also eligible for stock options and a competitive benefits package. Because is an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, gender, gender identity, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, or any other characteristic prohibited by federal, state, and/or local laws. Apply tot his job Apply tot his job