Sr. Retention Lifecycle & Operations Manager

About the position

Are you a strategic operations leader who thrives on using data to uncover insights, refine processes, and enhance customer retention? Do you have a passion for understanding the customer journey and optimizing engagement strategies that drive long-term success? If so, we want you to join our Customer Experience team as a Sr. Retention Lifecycle & Operations Manager! As the Sr. Retention Lifecycle & Operations Manager at BambooHR, you will be at the core of our retention efforts, leveraging data, automation, and cross-functional collaboration to enhance the customer lifecycle. You will focus on operational efficiency, proactive retention strategies, and driving insights that fuel business growth.

Responsibilities

• Own and Optimize Retention Operations – Develop and refine scalable operational processes that improve customer engagement, reduce churn, and increase customer lifetime value.
• Leverage Data & Analytics – Analyze customer behaviors, lifecycle trends, and engagement metrics to understand the 'why' behind customer decisions and recommend targeted interventions.
• Lifecycle & Journey Mapping – Design and implement strategic retention playbooks, mapping out key moments in the customer journey to optimize onboarding, engagement, and renewal experiences.
• Cross-Functional Collaboration – Partner with Customer Success, CX Digital, Product, and Marketing teams to align retention initiatives with business objectives and customer needs.
• Automate & Scale Retention Efforts – Work with internal systems like Gainsight, CRM tools, and automation platforms to streamline customer touchpoints and improve proactive outreach strategies.
• Monitor & Report Key Metrics – Track, analyze, and report on retention KPIs, providing actionable insights to leadership and ensuring continuous optimization.
• Drive Continuous Improvement – Stay ahead of industry trends and test new strategies to enhance customer retention, engagement, and satisfaction.

Requirements

• 8+ years of experience in customer lifecycle management, retention strategy, or operations within a SaaS or subscription-based company.
• Strong expertise in data analysis, customer segmentation, and engagement metrics to inform decision-making.
• Proven ability to design and implement customer journey frameworks that enhance retention and product adoption.
• Bachelor’s degree in Business, Marketing, Analytics, or a related field (or equivalent experience).
• Strategic & Operational Thinking – You see the big picture and know how to build efficient, scalable processes that align with both customer needs and business goals.
• Data-Driven Decision Making – You know how to interpret complex customer data and translate insights into actionable strategies that drive measurable outcomes.
• Customer-Centric Execution – Deep understanding of customer lifecycle stages and behavioral drivers to enhance engagement, reduce churn, and optimize user adoption.
• Process Optimization & Attention to Detail – Ability to build, refine, and scale lifecycle processes while ensuring efficiency and compliance.
• Tech-Savvy & Analytical – Proficiency in tools like Gainsight, Tableau, Salesforce, and other CRM/engagement platforms to track, analyze, and optimize retention efforts.

Nice-to-haves

• Passion for Customer Experience & Retention – You love figuring out what keeps customers engaged and obsessing over ways to improve retention strategies.
• Change Management Leadership – You’re an advocate for innovation, capable of guiding cross-functional teams through process improvements and new retention initiatives.
• SaaS & Subscription Expertise – You understand the unique challenges of customer retention in a subscription business model and have a track record of reducing churn.
• Highly Autonomous & Impact-Driven – You’re self-motivated, own your projects from start to finish, and consistently drive measurable results.
• Exceptional Communicator & Influencer – You can clearly articulate data-driven insights, influence stakeholders, and lead retention initiatives that impact the entire organization.

Benefits

• 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation.
• Medical with HSA and FSA options, dental, and vision.
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• We pay for a one year subscription to Financial Peace University.
• Get paid to give your time to the community.
• Educational Benefits to help cover expenses for higher education.
• Incredible office amenities including a full size gym, pickleball courts, and a great office cafe.
• In-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters.
• Flexible work models: in-office, work-from-home, or hybrid.