Principal Product Manager, Growth — Retention & Churn

Quick Facts

Principal Product Manager for Retention & Churn Growth, leading product strategy and execution with Net Revenue Retention as the north-star KPI.

Description

Own a highly visible, business-critical product area for helping tenured customers (those > 90 days beyond activation) continue realizing meaningful value, deepen use of the ecosystem, and grow with the platform over time. Set a multi-year mandate across adoption of valuable capabilities, plan/tier expansion, and proactive churn risk identification and mitigation, using personalized growth experiences, product-triggered communications, packaging and monetization changes, and Customer Success/Support interventions.

Responsibilities

• Set the multi-year strategy and investment priorities for Retention & Churn, accountable for Net Revenue Retention and key leading indicators.
• Build and manage a portfolio of opportunities across feature adoption, plan expansion, and churn mitigation, making tradeoffs based on customer value and business impact.
• Lead complex, ambiguous, high-leverage initiatives from opportunity definition through scaled execution and measurable outcomes.
• Establish the team’s growth operating model: experimentation standards, measurement frameworks, learning agendas, and roadmap decision criteria.
• Orchestrate coordinated growth strategies across product experiences, lifecycle communications, pricing and packaging, and Customer Success/Support interventions.
• Influence roadmaps across Mailchimp by partnering with product leaders to embed retention and expansion into core customer experiences.
• Partner with Data Science and Analytics to develop segmentation, predictive models, and leading indicators for improved targeting, personalization, and decision-making.
• Align executives and cross-functional leaders on strategy, investment choices, performance, and risks using narratives grounded in customer insight and data.
• Raise the bar for growth product management by codifying best practices, mentoring product leaders, and championing customer-value-led growth.

Requirements

• Significant product management experience, including deep and demonstrable expertise in growth product management; retention, engagement, expansion, monetization, or churn initiative leadership is essential.
• Track record of delivering measurable improvements to business and customer outcomes through product-led growth strategies and experimentation.
• Strong command of growth fundamentals: customer lifecycle strategy, behavioral segmentation, funnel and cohort analysis, experimentation, personalization, monetization, and retention modeling.
• Exceptional analytical judgment using quantitative and qualitative data to size opportunities, identify root causes, prioritize highest-impact work, and decide in ambiguous environments.
• Ability to define north-star metrics and build measurement systems connecting leading indicators to long-term outcomes such as retention, expansion, lifetime value, and Net Revenue Retention.
• Deep understanding of customer psychology, user intent, behavioral design, and UX best practices for growth experiences.
• Experience partnering with Data Science using propensity models, predictive signals, and personalization systems to improve targeting and customer experiences.
• Ability to lead large, complex, cross-functional programs from opportunity identification and strategy through delivery, measurement, iteration, and scaling.
• Strong influence and stakeholder-management skills, aligning senior leaders and inspiring teams across boundaries without relying on direct authority.
• Excellent written and verbal communication skills.
• Customer-first mindset focused on value realization for sustainable growth.

Benefits

• Competitive compensation package with pay for performance rewards; eligible for cash bonus, equity rewards, and benefits per applicable plans and programs.
• Expected base pay range: New York $240,000–$325,000.
• Regular compensation comparisons across categories of ethnicity and gender to support fair pay.