Digital Retention Manager, Churn Prevention

Position Overview

Join our team to spearhead digital retention churn prevention efforts within Autodesk's growing digital business. You'll be a key member of the team with the mission of digital transformation. You'll help us enhance customer experiences, improve digital self-service, and contribute directly to conversion, renewal rates, and financial targets. Reporting to the Director, eCommerce Innovation, you'll collaborate with multiple teams on a global scale.

Responsibilities

• Develop strategies and experiences to bolster retention, prevent churn, and rescue at-risk customers across the paid customer journey
• Lead digital efforts within +/- 90 days of expiration, to maintain paid subscribers by optimizing self-service experiences for renewal checkout, auto-renew settings, payment options, and resubscriptions
• Optimize for "last mile" saves and late renewals through programs, tests, and cross-team marketing initiatives to meet our financial targets and enhance customer experiences, overseeing implementation across teams
• Develop strategies for hand-offs to customer support, sales or customer success for high-value at-risk customers across the digital journey
• Improve the subscription cancellation experience to offer alternative retention paths and offers to build trust and loyalty with our customers
• Synthesize qualitative and quantitative data to define market requirements, prioritize needs, create success definitions, and collaborate with technical teams to build and launch compelling subscription management "products"
• Tailor digital subscription management experiences for different customer segments and personas, ensuring an understanding of their desired outcomes
• Produce reports and presentations for stakeholders and leadership, being a subject matter expert for our digital retention and self-service initiatives

Minimum Qualifications

• 5+ years' experience in digital, product, or eCommerce marketing in B2B or SaaS companies
• Excellent visual presentation skills, with experience influencing within a matrixed organization
• Proven track record in stakeholder management, project management, and communication
• Ability to align to strategic objectives by using qualitative and quantitative analytics
• Experience developing and continually optimizing retention programs
• Proficiency in programs such as Microsoft Word, PowerPoint, and familiarity with collaboration tools like Zoom, Slack, Microsoft Teams, Asana, Mural, and Figma
• Experience working globally and/or in the technology industry with the ability to work independently
• This is a remote position, with limited travel required

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Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $94,500 and $163,020. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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