Sr. Product Marketing Manager

The Role

We are seeking a seasoned Product Marketing & Lifecycle Marketing Manager to drive subscriber retention. Our goal is to deliver a 70% to 80% subscriber retention rate through smooth onboarding, thoughtful product adoption, and value-driven product renewals. You will be part of the OAR (Onboarding, Adoption & Retention) team to set us on a path to help small businesses grow and thrive on the ZB platform. You will steer the strategic vision through personalized journeys to meet our customers’ unique needs, and rally x-teams to execute timely. This role requires strategic contributions and hands-on execution. The role is an integral part of the Engagement & Retention Division (E&R) that product marketing is a part of.  Expect to partner with a wide range of cross-team stakeholders from product management to customer support to legal and more. 

If you’re someone who thrives in a fast-paced, high-output environment, you have a strong desire to own programs and projects from conception to execution, you love challenges and pride yourself on using unconventional ways to solve problems ordinary and complex; read on.

This position will report to the VP of Product and is a remote role.

Responsibilities

• Develop customer-centric retention strategies to reduce subscriber churn
• Develop customer-centric product onboarding and product adoption strategies to drive repeat usage, platform engagement and additional products attach
• Partner with PM, PMM (product marketing) and EM (email marketing) to create product-specific retention journeys. 
• Drive and execute retention initiatives such as pre-cancel and post-cancel campaigns, in partnership with Customer Concierge and Customer Retention teams
• Dive into customer insights, identify key audiences and develop end-to-end lifecycle communications that are targeted, timely, and value-driven
• Build fresh and engaging journeys for prospects and customers alike, champion a coherent and consistent customer experience
• Learn data ops and internal tools to effectively design, track and measure tests and campaigns

Qualifications

• 5 to 7 years of product marketing experience in SAAS B2C or B2B (small/micro businesses) markets
• Proven track record of leading projects in lifecycle product marketing and retention
• Experience with Customer Care/Support to drive attach and retention goals thru inbound and outbound campaigns, using call center tools and incentives 
• Experience with internal eCommerce platform capabilities such as payment, product transition, and pricing system to strategize retention programs 
• Ability to develop hypotheses and use cases, backed by data, turn them into actionable tests or initiatives to drive measurable impact
• Extensive experience in A/B testing and analytics
• High accountability and ownership of projects that lead to superior customer experience and business outcome 
• Self-starter with a high degree of self-learning, unlocking and organization

Bonus Qualifications

• Data visualization and analysis tools (Tableau, Mixpanel, Snowflake etc)
• Familiarity with small business software and tools such as money management, website/eCommerce tools, and compliance
• Familiar with payment options and tech (Stripe, BNPL, digital wallets, Klarna, etc)
• Research experience using best in class tools (UserTesting, SurveyMonkey, Qualtrics) 
• macOS and G-Workspace knowledge is a plus!