About the Role
Drive end-to-end customer value and retention across our subscription-based ed-tech products (Mindvalley Membership). Lead a small team to mine behavioral data, surface insights, and launch initiatives that boost lifetime value, deepen engagement, and optimize retention strategies. Due to low retention maturity of the organization, the Senior Customer Value Manager will also spend time defining retention frameworks, dashboards and conduct sharing sessions on retention.
Responsibilities:
Data Crunching: run queries on Metabase and other BI tools to gather critical data on retention and customer value.
Retention Strategy Development: Architect end-to-end retention plays, including win-back flows, loyalty programs etc., and oversee A/B test roadmaps for customer value initiatives in collaboration with Product and Marketing teams.
Subscription Expertise: Apply ed-tech and subscription-model best practices to onboarding, renewals, and engagement frameworks.
AI Tools & Automation: Integrate over time churn-prediction models, personalization engines, and AI-powered dashboarding tools to streamline decision-making.
Cross-Team Collaboration: Partner with Product Managers and Marketing to translate insights into in-app experiences and lifecycle campaigns focused on boosting onboarding experience, TTV and renewals.
Voice of Customer: Lead surveys, interviews, and usability sessions to validate hypotheses and prioritize initiatives.
Create a Retention framework: Design and implement a retention framework by establishing a maturity model and mapping out a strategic roadmap to elevate Mindvalley’s retention capabilities.
Customer Value Growth: develop initiatives in collaboration with Product and Marketing to increase renewals and drive upsells during the life of the customer.
Team Leadership & Development: Mentor the team, run 1:1s, set quarterly OKRs, define training plan and remove execution barriers.
Business Reviews & Reporting: Conduct regular executive reviews, presenting data-driven insights and roadmap recommendations ensuring the message is clear and can be understood by less retention savvy stakeholders.
Competitive Benchmarking: Lead market analysis to inform retention positioning and campaign differentiation.
Key Expected Outcomes
Data-Driven Retention: Uncover churn drivers and retention levers through deep data analysis, leading to measurable uplifts in cohort retention.
Retention Campaign Impact: Design, test and launch in collaboration with Product and Marketing targeted campaigns and offers that demonstrably boost customer engagement, renewal rate and lifetime value.
AI-Driven Retention Insights: Partner with the Data Science team to explore and gradually adopt AI/ML models that shorten the time from data discovery to actionable retention recommendations
Cross-Functional Delivery: Co-own execution of retention initiatives with Product ensuring seamless rollout and impact tracking.
Customer-Centric Feedback Loops: Embed systematic feedback (surveys, NPS, 1:1 interviews) into the product lifecycle, guiding prioritization of value-add features.
Team Leadership: Build and lead a high-performing team of analysts and lifecycle managers, setting OKRs and coaching to a culture of experimentation and learning.
Revenue Growth: drive revenue growth through increased renewals and lifecycle upsells.
Technical Competencies:
Data Analytics: Comfortable querying data and building dashboards in Metabase or Looker.
Lifecycle automation platforms: Experience using tools like Braze, Airship or Iterable to create campaigns and analyze the data.
Payment and subscription management platforms: Experience with payment platforms like Stripe, Paypal, Checkout.com etc.
Soft Competencies:
Strategic Thinking: Ability to think strategically and develop customer value roadmaps that align with business goals and address user needs.
Critical Thinking: Dissects ambiguous problems with first‑principles reasoning, questioning assumptions to surface root causes. Converts those insights into clear, evidence‑based decisions that move the product forward.
Systems Thinking: Understands how micro-interactions can ladder up to macro behavioural change and how to build systems that scale impact.
Communication & Collaboration: Excellent communication and collaboration skills, with the ability to effectively communicate strategic vision to cross-functional teams and stakeholders.
Leadership & Influence: Demonstrated leadership skills, with the ability to inspire and motivate teams to achieve ambitious goals. Able to influence senior stakeholders with compelling data and customer insights driven narratives on solutions that can drive business and customer success.
Growth Mindset: A growth mindset, with a passion for learning and a willingness to embrace new challenges and opportunities.
Experience:
Bachelor's degree in Business, Computer Science, or a related field.
Minimum of 5-7 years of experience in product management, with an extensive track record of successfully managing and launching complex digital products, particularly in the tech or education industry.
Proven ability to lead and deliver complex projects and navigate intricate product development challenges.
Extensive experience in thought leadership and mentoring within a product management team.
Product management certification (e.g., Certified Scrum Product Owner) is a significant plus.
Mindvalley is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.
