Early retention Program Manager

We are seeking a highly analytical and cross-functional Early Retention Program Manager to lead company-wide initiatives aimed at reducing customer churn within the first three months of the customer lifecycle. 
 
This role will work closely with Go-To-Market, Operations, Platform  and Risk teams to identify the root causes of early churn, design and execute structured framework, strategy and action plans, and drive measurable improvements in early-stage customer retention. The ideal candidate combines strong analytical capabilities with exceptional stakeholder management and program leadership skills. 

What you’ll do   

• Own the company’s Early Retention strategy focused on reducing churn during the first 90 days of the customer lifecycle. 

• Analyze customer data to identify churn patterns, risk signals, behavioral trends, and operational gaps. 

• Conduct root cause analysis across departments (Go-To-Market, Operations, Risk, Customer Success, Product, etc.). 

•  Build comprehensive, cross-functional action plans to address early churn drivers. 

• Lead execution of retention initiatives end-to-end, ensuring accountability and timely delivery. 

• Define KPIs, success metrics, and tracking mechanisms to measure program impact. 

• Present insights, findings, and progress updates to senior leadership across the Org 

• Establish strong partnerships across the organization to ensure alignment and collaboration. 

• Continuously optimize onboarding, engagement, risk processes, and operational workflows to improve early customer experience. 

Who you are 

• Strong analytical and data-driven mindset with the ability to translate insights into action. 

• Excellent cross-functional leadership and stakeholder management skills. 

• Strategic thinker with hands-on execution capabilities. 

• Strong project and program management experience. 

• Ability to influence without direct authority. 

• Clear and confident communicator (written and verbal). 

• High ownership and accountability. 

• Structured problem solver with strong business judgment. 

• Ability to work in fast-paced, dynamic environments. 

Required Experience & Qualifications 

• 6+ years of experience in Program Management, Customer Retention, Customer Success, Strategy, Operations, or related roles. 

• Experience working with Go-To-Market, Operations, and Risk teams. 

•  Proven track record of reducing churn or improving customer lifecycle metrics. 

• Strong experience with data analysis tools (e.g., SQL, Excel, BI tools such as /Looker/Power BI) 

• Experience in SaaS, fintech, or high-growth technology companies – advantage. 

• Familiarity with customer lifecycle management and retention frameworks. 

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