Customer Retention Manager at Quidax

About the Role

• We're looking for a Customer Retention Manager to join our team. Think of this role as part detective, part diplomat, and part magician.
• Your mission? To turn our customers into lifelong fans. You'll be the architect of our user journey, creating and executing strategies that make people feel seen, heard, and genuinely happy to be with us.
• You'll work across product, data, and marketing to build a loyal community that grows stronger every day. The ideal person for this is empathetic, analytical, and has a knack for making people feel right at home.

What You’ll Be Owning

This isn’t just a to-do list; it’s a roadmap for success. Here’s what you’ll be doing and what success will look like.

Drive Retention & Engagement

• Within 90 days: You'll be a human sponge, soaking up our current user data and auditing the entire customer journey. Your first major win? Create clear customer segments and conduct churn root cause analysis.
• Within 6 months: You'll be creating and automating retention playbooks for personalized campaigns and improved engagement. The goal? A 10% lift in our 90-day retention rate. Launching a new, kinder onboarding flow that boosts new customer activation by 15%.
• Within 12 months: You’ll be the go-to person for all things retention, launching new features and campaigns that make our customers’ lives better and, as a result, increase their lifetime value.

Lead and Grow the Retention Team

• Within 60 days: You'll get to know your team's strengths and goals, and you'll put a plan in place to help them grow.
• Within 6 months: You'll develop a clear team structure and roles to make sure we're all working toward the same goals efficiently.
• Ongoing: You'll coach and mentor your team, helping them to tackle big challenges and build their skills. You'll also work with our People team to recruit and hire new talent as the team expands.

Be a Data Whisperer

• You'll set up reporting dashboards that tell the real story of our customers. No fluff, just clear, simple truths.
• You'll run A/B tests that are more about understanding people than just numbers, continuously making our campaigns and retention initiatives more effective.

Collaborate with Everyone

• You'll work so closely with the product team they’ll think you’re a long-lost sibling, helping to design features that customers can’t imagine living without.
• You’ll partner with the data team to find the "why" behind the "what," turning raw numbers into powerful insights

Biggest Challenges You’ll Tackle

• No role is perfect. Here's what will keep you on your toes and make you proud to have conquered it.
• Automating retention playbooks to drive engagement and churn management at scale
• You'll need to balance a deep love for data with a genuine understanding of human behavior. It’s a dance between art and science.
• You’ll be a diplomat, making sure everyone from engineering to marketing is on the same page about what our users need and how we can best serve them.
• The FinTech/crypto space moves at light speed. You'll have to be agile, adjusting your plans and strategies as the world around us changes.
• You'll be leading and growing a team at the same time you're driving strategy. It's a fun and exciting challenge to wear both hats!

Who We’re Looking For

• We care less about a perfect resume and more about the impact you’ve had.
• You’ve spent 7+ years making customers feel loved in a retention, CRM, or customer success role, preferably in FinTech or crypto.
• You’ve got a track record of being a true builder, you've created and executed retention strategies that moved the needle, and you can show us how.
• You have a history of leading and mentoring a team, helping them grow and do their best work.
• You don’t just read data; you speak its language. Experience with SQL and BI tools is a big plus.
• You’re a wonderful human with excellent collaboration skills. You listen, you understand, and you get things done with a smile.
• You have a genuine curiosity about how people interact with technology and how to make their experience better.