Retention Manager
Job Description
About the Role
upGrad is launching a micro-learning edutainment app for Hindi-speaking professionals . Think of it as a progress platform , not a traditional course marketplace.
We’re pre-launch and hiring our first Retention Manager . This is a true 0→1 role where you’ll build the entire lifecycle and engagement engine from scratch—CRM/CLM setup, automated journeys, churn prevention, dunning recovery, and win-back systems.
If you enjoy owning post-install growth and turning users into long-term subscribers, this role is for you.
What You’ll Own
CRM & Lifecycle Foundations
- End-to-end ownership of the CRM platform (CleverTap or equivalent)
- User segmentation, journey design, and campaign automation from scratch
Multi-Channel Engagement
- Hands-on execution across Push, Email, WhatsApp, In-app, and SMS
- Decide the right channel, message, timing, and frequency for each user cohort
Lifecycle Funnels
- Onboarding → Trial conversion → Subscription renewal → Engagement loops
- Designing habit-forming and value-reinforcing user journeys
Churn & Revenue Protection
- Early churn-warning signals and cancellation save flows
- Involuntary churn recovery (dunning) and failed payment journeys
Win-back & Re-engagement
- Campaigns for churned, dormant, and low-engagement users
- Personalized reactivation strategies based on past behavior
Experimentation & Optimization
- A/B testing on messaging, timing, frequency, offers, and pricing impact
- Continuous learning loops to improve retention metrics
Retention Analytics
- Ownership of D1 / D7 / D30 / D90 retention curves
- Cohort analysis and campaign-level performance tracking
You’d Be a Good Fit If
- 3–4 years of experience in CRM, CEP, retention, or lifecycle marketing at a consumer app
- (OTT, edutainment, audio, D2C subscription, fintech)
- Built CRM journeys hands-on using CleverTap, MoEngage, WebEngage, or Braze
- Executed campaigns across Push, Email, WhatsApp, and In-app—and know why to use each
- Think in retention curves and cohorts , not just open rates or CTRs
- Strong at behavior-based segmentation and trigger-driven automation
- Comfortable with data—can analyze campaigns using CleverTap, Mixpanel, and Google Sheets
Strong Plus
- Experience in subscription-based apps (OTT, audio, edutainment)
- Deep hands-on expertise with CRM tools like CleverTap or MoEngage
- Uses AI / LLMs to improve CRM workflows, personalization, or experimentation
What This Role Is Not
- '4C; Not performance marketing—you own post-install , not acquisition
- '4C; Not a Salesforce/HubSpot admin role—this is marketing automation , not sales CRM
