Head of Retention (Saas)

GNB Agency is looking for a Head of Retention to own the full retention cycle for our SaaS clients.

What you'll do

• Build and own lifecycle campaigns across email, SMS, in-app and calls: onboarding, activation, expansion, win-back
• Design retention flows that reduce churn and grow LTV, MRR and NRR
• Segment users by behaviour and plan usage, run A/B tests, report on cohort retention
• Lead and grow a small retention team

What we're looking for

• 3+ years as Head of Retention, Retention Team Lead, CRM Lead or similar
• Full-cycle retention experience, not call-centre work: you build the strategy and the flows, not just execute scripts
• Hands-on with CRM/automation platforms (Customer.io, Braze, HubSpot, Intercom or similar)
• Strong analytics: churn, cohorts, LTV, funnel metrics
• Fluent English