Retention Manager

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 (Clever Tap or equivalent)
- User segmentation, journey design, and campaign automation from scratch

Multi-Channel Engagement

- Hands-on execution across Push, Email, Whats App, 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 Clever Tap, MoEngage, Web Engage, or Braze
- Executed campaigns across Push, Email, Whats App, 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 Clever Tap, Mixpanel, and Google Sheets

Strong Plus

- Experience in subscription-based apps (OTT, audio, edutainment)
- Deep hands-on expertise with CRM tools like Clever Tap or Mo Engage
- Uses AI / LLMs to improve CRM workflows, personalization, or experimentation

What This Role Is Not

- ❌ Not performance marketing—you own post-install, not acquisition
- ❌ Not a Salesforce/Hub Spot admin role—this is marketing automation, not sales CRM