Senior Product Manager Member Retention (Wallet)

About Crunchyroll

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

You will own the retention roadmap for our subscription business, reducing active churn and growing lifetime value (LTV) by partnering closely with product teams (Experience, Personalization, Accounts, Monetization) and cross-functional stakeholders. You’ll lead strategies and launch initiatives that extend subscriber relationships—across engagement, renewal, win-back, and subscription health—making data-driven decisions to improve retention and maximize customer lifetime outcomes. You will also play a pivotal role in shaping how fans manage and apply their stored value, credits, and offers across multiple lines of business, helping create a seamless, flexible system that powers future monetization opportunities.

What You’ll Do

• Lead product vision and roadmap focused on renewal, win-back, and reducing churn
• Use data analytics, cohorts, lifecycle metrics, and experimentation to identify churn drivers and optimize retention levers
• Collaborate closely with Lifecycle, Personalization, CX, Monetization, Finance, Engineering, and Data Science teams to develop and launch retention initiatives (e.g., cancel rescue journeys, personalized salvage offers, renewal flows, and win-back campaigns)
• Track and report KPIs such as retention rate, LTV, churn, reactivation rates, and campaign ROI
• Influence and align stakeholders, ensuring retention strategies support broader business objectives
• Mentor and collaborate with other product managers working on growth, monetization, and account-related flows

About You

• 8+ years of product management experience, preferably with a focus on retention, subscription, or lifecycle initiatives
• Proven track record delivering growth through experimentation, personalization, or lifecycle product work
• Strong analytical mindset comfortable with data tools, metrics dashboards, and experimentation frameworks
• Excellent cross-functional collaboration skills, with experience working alongside Product, Engineering, Marketing, CX, and Data teams
• Deep understanding of subscription-based business models and retention KPIs like churn, LTV, and reactivation
• Clear communication skills and the ability to drive alignment across teams
• Bachelor’s or Master’s degree in Business, Engineering, or a related field

Preferred Qualifications

• Experience in streaming, digital subscriptions, or other high-scale membership services
• Familiarity with CRM, customer lifecycle tools, and retention platforms
• Experience building personalized, segmented engagement solutions across platforms

About the Team

Join Crunchyroll’s Service Monetization team and help power the engine behind our global subscription business. We design and build the systems that enable fans around the world to subscribe, pay, and stay engaged, seamlessly and securely. Our mission is to drive scalable, sustainable growth by optimizing payment performance, deepening subscriber retention, supporting personalized monetization experiences, and protecting the platform from fraud and abuse. From launching new payment methods to refining retry logic, managing offers, or securing transactions, we’re focused on delivering the infrastructure that keeps Crunchyroll’s flywheel turning.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid

The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.

Pay Transparency - San Francisco, CA

$178,000 - $223,000 USD

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

• Courage. We believe that when we overcome fear, we enable our best selves.
• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
• Kaizen. We have a growth mindset committed to constant forward progress.
• Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

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