Senior Retention & Monetization Manager

<p><strong>The mission:</strong></p> <p>The Senior Retention and Monetization Manager owns post-acquisition financial metrics, including LTV and Loss Rate from a growth perspective, and leads revenue expansion levers such as purchase frequency (upsell), collections-driven retention, and cross-sell initiatives when applicable. Is responsible for managing the entire customer journey through effective communication and engagement strategies.</p> <p>Additionally, the role designs and continuously optimizes behavioral retention and monetization loops and personalization engines that dynamically adapt messages, offers, timing, and incentives by segment, risk profile, and behavior — creating compounding improvements in repeat usage, repayment behavior, and incremental revenue. The role also defines behavioral triggers aligned to OKRs and owns the growth levers required to deliver the company’s North Star Metric (NSM).</p> <p>As part of the Growth team, the Sr. Retention and Monetization Manager partners closely with Product, Risk, and Engineering to translate customer behavior and insights into high-performing retention and monetization strategies, continuously improving the customer journey and directly impacting core business outcomes such as LTV, Loss Rate, and revenue per customer.</p> <p> </p> <p><strong>The expected outcome:</strong></p> <ul> <li>Ensure customers receive <strong>the right experience, through right message, through the right channel, at the right time</strong>, across the full lifecycle, driving measurable improvements in activation (acquisition), retention (loss rate), and engagement (origination).</li> <li>Build and maintain a customer journey that prioritizes <strong>listening, empathy, and cultural understanding</strong>, using data and experimentation to continuously improve communications effectiveness.</li> <li>Own and manage the full customer lifecycle communication strategy, from onboarding and activation (acquisition) to engagement (origination), retention (loss rate), and reactivation (origination).</li> <li>Configure, operate, and optimize Braze for multichannel communications (push, email, in-app, SMS, whatsApp), ensuring high deliverability, relevance, performance and cost reduction.</li> <li>Own MMP and analytics tooling, specifically Tenjin and PostHog, to track attribution, user behavior, funnels, cohorts, and experimentation results.</li> <li>Design and execute experimentation frameworks (A/B tests, holdouts, cohorts) to continuously improve messaging, timing, and channel mix.</li> <li>Storytelling: Translate customer behavior, insights, and lifecycle performance into clear narratives that align Growth, Product, Engineering, and Branding teams.</li> <li>Ensure communications are consistent, compliant, and culturally relevant across all channels and customer touchpoints.</li> <li>Partner closely with Product and Engineering to trigger lifecycle events, define tracking plans, and improve data quality and observability.</li> <li>Collaborate with branding to align brand voice, messaging frameworks, and campaign strategies across acquisition and lifecycle stages.</li> <li>Review analytics and performance data regularly to extract actionable insights that improve both communications strategy and product experience.</li> <li>Continuously evaluate and adopt best practices, tooling improvements, and automation opportunities to scale lifecycle communications efficiently.</li> <li>Create a single WhatsApp number for the whole company that serves customer support, personalized assitance and communication.</li> <li>Define and own behavioral triggers aligned to OKRs and North Star Metric (NSM), ensuring lifecycle automations directly drive LTV expansion, loss rate reduction, and repeat origination.</li> <li>Design and operate retention and monetization loops (repayment, repeat usage, cross-sell, upsell, reactivation) as compounding growth systems, not isolated campaigns.</li> <li>Own lifecycle revenue perfor ... (truncated, view full listing at source)