Retention Program Manager - Vectorworks (Remote)
About the job
Are you passionate about reducing churn and enhancing customer experience in a dynamic SaaS environment? Are you ready to take on the challenge of implementing innovative retention strategies that make a tangible impact? Do you thrive in a role where you can collaborate across departments to drive customer satisfaction and loyalty? In this role, you will be part of several transformation initiatives to spearhead targeted retention campaigns for at-risk customers. You will have the opportunity to work closely with sales, operations, and customer success teams to ensure a seamless and unified customer experience, driving satisfaction and loyalty. Our Sales team at Vectorworks plays a pivotal role in transforming customer engagement strategies, driving growth, and fostering long-term relationships. We are on a mission to evolve our customer success approach and implement innovative initiatives to meet long term goals.
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During this Role You Will:
Define, lead, and track strategic and operational programs to successful completion.
Improve the effectiveness and efficiency of adoption and value realization capabilities for Vectorworks customers through various initiatives:
Customer journey development
Lifecycle management processes and playbooks (Protect, Grow and Save)
Digital journey development, content curation, and metrics
GTM and adoption campaigns in collaboration with Marketing, Product, Data Teams, and Operations
Processes and playbooks for Account Manager and Renewal Managers
Drive change management initiatives to ensure successful adoption of new processes and tools.
Build strong relationships with internal stakeholders to foster collaboration and achieve adoption and retention goals.
Here is What Success Looks Like:
Prior experience in churn/retention management in a SaaS environment with at least 3 years in the field.
Proficiency in using CRM software and other relevant tools to drive retention initiatives.
Proven analytical skills that enable data interpretation and informed decision-making.
Exceptional communication and interpersonal skills, ensuring effective collaboration across teams.
A results-oriented mindset with a track record of meeting or exceeding retention targets, demonstrating a deep understanding of SaaS business models and customer success principles.
Empathy and active listening skills to understand customer concerns and needs.
Creative problem-solving skills to develop innovative retention strategies.
A Bachelor's degree in Business, Marketing or a related field is a plus. Project management certification or training is preferred, but not required. Who We AreVectorworks Inc. is a global design software company targeting entertainment, architecture and landscape industries with enterprising and intuitive solutions that allow users to design without limits. Our Core Values Our values define our fundamental beliefs as a company to guarantee that our employees and customers alike are celebrated for not just their abilities but who they are as individuals. Inclusion – Collaboration – Balance – Innovation Click here to learn more about how we live out our values. Check out our Glassdoor page to learn more about life at Vectorworks.
Benefits:
15 days of Paid Time Off (PTO) per year. At 5 years of employment this goes up to 20 days of PTO.
9 paid holidays and a holiday break for non-essential employees in December.
5 days of Volunteer Time Off
3 days of Summertime Leave
3.5% employer 401k contribution matching
4 weeks of paid Parental Leave
Medical, Dental, Vision
Short/Long Term Disability
Pet Insurance
Tuition Re-imbursement up to $5,250 per year
Employee discount programs
Vectorworks Inc. is an Equal Opportunity/Affirmative Action Employer NOTE: Women and minorities are less likely to apply to jobs if they do not feel they fit the job description in totality. Each individual has a unique combination of skills. If you do not check all the boxes, we still encourage you to apply.
