Superside is hiring a Head of Retention Marketing reporting to the Sr. Director of ABM and Field Marketing. The mandate is straightforward: keep customers, grow accounts, and make sure every customer understands the value they're getting from Superside before they're ever asked to renew. That means owning the retention program design that reinforces value at every stage of the customer journey — from onboarding through adoption through renewal. It means building utilization programs and equipping account teams with the playbooks, toolkits, and intelligence they need to proactively manage account health without waiting for a crisis. And it means working with data to spot churn risk early and activate the right interventions before the conversation gets hard.
What you’ll own
Constant reinforcement of value: Work with Product Marketing on the messaging and own the program design that consistently reminds customers why they chose Superside.
Renewal behavior: Build the touchpoints and content that drive account usage and create the psychological and commercial conditions for renewal.
Churn mitigation: Work with data to identify customers at risk and activate account teams and automated programs to re-engage them before the renewal conversation.
Customer Advocacy Board: Partner with ABM to operationalize a Superside CAB. And PMM and TPD to drive customer reviews and help identify opportunities for customers to participate in marketing activities.
Subscription utilization programs: Build the systems that move customers from passive subscribers to active users — driving toward full utilization of their plan each month.
New feature education: Every major product release that Product Marketing launches— needs a customer-facing campaign that explains the what, why, and how.
Usage-triggered journeys: Partner with the lifecycle team to design automated journeys triggered by utilization signals.
AM & GAD toolkits: Build the playbooks and asset libraries that give Account Managers and Group Account Directors what they need to proactively manage customer health - email templates, outreach guides, objection handling - without requiring a custom campaign for every account.
Expansion enablement: Create the materials that help AMs and GADs articulate and sell new Superside offerings, cross-sell services, and grow accounts.
Retention Programs
Adoption & Utilization
Account Team Enablement
Must-Have Experience
Subscription or retention marketing ownership: You have owned renewal, churn reduction, or subscription growth as a primary mandate - not as a byproduct of a broader marketing role. This was your job.
Utilization or product usage as a core KPI: In at least one role, you were accountable for driving customers to actively use a product or service. You built programs around that metric. You know what moves it and what does not.
Programmatic lifecycle infrastructure: You have built or substantially redesigned a customer lifecycle program — segmentation logic, trigger design, journey mapping, A/B frameworks — not just executed campaigns someone else designed.
Account team or CSM enablement: You have built toolkits, playbooks, and resources for customer-facing commercial teams - and you know the difference between an asset they will actually use and one that sits in a folder.
Data-driven cohort thinking: You do not wait for a report to tell you something is wrong. You know how to segment an account base by health, identify risk patterns, and design interventions for specific cohorts.
Who you are
A builder, not a maintainer: This function does not have the infrastructure yet. You are energized by that, not intimidated. You have built from near-zero before.
Commercially minded: You think in terms of revenue impact. You know that renewal rate and utilization are lagging indicators of the work you do upstream, and you build toward those numbers.
A relationship investor: Cross functional leaders who work with customers daily are your distribution channel and your intelligence network.
Operationally rigorous: You produce documentation, playbooks, and toolkits that outlast you. You build systems that account teams can run, not campaigns that require you to run them.
A senior IC ready to become a people leader: You will not manage a team on day one. In 12–24 months you will build one. You already think and operate at that level.
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