**Manager, Customer Retention & Insights – Empowering Customer Loyalty and Growth at blithequark**

Are you a customer-obsessed leader with a passion for driving business growth through data-driven insights and strategic decision-making? Do you thrive in a fast-paced, innovative environment where you can make a meaningful impact on customer experiences and outcomes? If so, we invite you to join blithequark as our Manager of Customer Retention & Insights, where you'll play a critical role in reducing churn, amplifying the voice of the customer, and strengthening loyalty across every touchpoint. **About blithequark** At blithequark, our mission is to empower older adults to lead independent and fulfilling lives. We're a fast-growing company that's revolutionizing the way older adults access the products they need. With a commitment to excellence, we've earned recognition as an Inc. Best in Business 2022 honoree and have been featured in Forbes, CBS, and Fast Company. We're proud to be a Certified Great Place to Work, reflecting our dedication not only to our customers but also to our team. **Position Summary** As our Manager of Customer Retention & Insights, you'll 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 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. **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! **Compensation** 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. **Why Join blithequark?** At blithequark, we're passionate about empowering older adults to lead independent and fulfilling lives. We're committed to creating a workplace culture that's inclusive, supportive, and empowering. As a member of our team, you'll have the opportunity to make a meaningful impact on customer experiences and outcomes, while working with a talented and dedicated team of professionals. **How to Apply** If you're a customer-obsessed leader with a passion for driving business growth through data-driven insights and strategic decision-making, we invite you to apply for the Manager of Customer Retention & Insights position at blithequark. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the position. We can't wait to hear from you!