CRM & Retention Lead

About the role

This position involves leading Zeely's customer relationship management and user retention efforts. You will be instrumental in shaping how users engage with our product throughout their journey, from initial sign-up to ongoing usage and monetization. Your work will directly influence user growth and the company's financial success.

Key facts

What you'll do

• Design and implement comprehensive user journeys across email, mobile push notifications, in-app messages, and other communication channels to guide users from onboarding to long-term engagement.
• Develop strategies to increase user activation and ensure users quickly realize the value of our product, focusing on feature adoption and reducing time to first value.
• Create and scale programs aimed at reducing customer churn and encouraging re-engagement, using data to inform campaigns that bring back inactive users.
• Build CRM initiatives that directly contribute to revenue, focusing on improving conversion rates to paid subscriptions, average revenue per user, and lifetime value.
• Drive user segmentation and personalization, moving beyond generic messaging to event-driven communications, and manage A/B testing from hypothesis to analysis.
• Partner with Product, Analytics, Engineering, and Growth teams to align CRM strategies with broader company objectives and enhance CRM infrastructure.

Requirements

• A minimum of 6 years of experience in CRM, lifecycle marketing, retention strategies, or product-led growth roles within product or SaaS companies.
• Demonstrated success in managing and scaling an entire CRM lifecycle, with quantifiable improvements in user activation, retention, and revenue.
• Strong analytical skills with experience in cohort analysis, funnel tracking, and evaluating experimental results.
• Practical experience with A/B testing, including formulating hypotheses, setting up control groups, and interpreting outcomes.
• A solid understanding of how to drive activation, retention, and monetization in subscription or usage-based products.
• Experience managing CRM for a user base exceeding 100,000 monthly active users and handling high volumes of communications.
• Proficiency in user segmentation and personalization, with a track record of transitioning from broad campaigns to targeted, behavior-based messaging.
• Ability to work effectively with cross-functional teams, translating business needs into actionable CRM plans.
• A high degree of personal accountability and autonomy, comfortable navigating evolving processes.
• A willingness to be hands-on while also building scalable systems.

Nice to have

• Experience with AI marketing platforms.

Skills & tools

• CRM platforms
• Email marketing tools
• Push notification services
• In-app messaging tools
• A/B testing frameworks
• Analytics tools (e.g., Amplitude, Mixpanel)
• Data analysis and visualization

Practical notes

• This is a remote position.
• Zeely offers paid time off and sick leave.
• The recruitment process includes a recruiter interview, an interview with the Hiring Manager and CCO, a test task, and a reference check.