Role Overview
As a Retention Marketing Manager, you are the primary champion for customer health across the organization. You will analyze why customers leave, build strategies to keep them, lead winback programs to bring them back, influence the product roadmap, and build the business cases for structural changes that improve the customer experience. This is a high-visibility individual contributor role that requires a blend of deep data analysis, strategic business casing, and cross-functional collaboration.
Responsibilities
- Cohort Analysis & Insights: Perform deep dive cohort analysis to track retention trends over time. You will identify behavioral differences between various customer segments (e.g. by acquisition channel, industry, or plan type) to pinpoint exactly where and why churn occurs and advocate for systemic fixes
- Voice of the Customer & Roadmap Influence: Serve as the champion on why customers churn. You will synthesize qualitative and quantitative feedback to influence Product roadmaps, ensuring retention driving features are prioritized
- Strategy & Execution: Develop and implement data backed strategies to improve customer retention, engagement and overall satisfaction
- Winback Programs: Own the end-to-end strategy for re-engaging former customers, including defining offer structures and save tactics while maintaining financial discipline.
- Advanced Analytics: Monitor save rates and program effectiveness. You’ll use data to identify process gaps and areas for improvement
- Leadership Reporting: Regularly present performance updates and strategic insights to senior leadership, directly influencing retention outcomes
- Cross-Functional Advocacy & Collaboration: Partner with Sales, Marketing, Product, and Support teams to ensure retention strategies are consistent and effectively implemented across all touchpoints. Act as the retention lead in cross departmental rituals, ensuring that Product, Sales, Marketing, and Support strategies are aligned with a customer first, long term value mindset
- Market Insight: Stay informed on industry trends and SaaS best practices to continuously improve our churn mitigation tactics
Qualifications
- Experience: 5+ years in a strategic or analytical role (Retention, Marketing, or Finance) with a proven track record in business casing and pricing strategy.
- Data Proficiency: Advanced skills in Looker (or similar BI tools) and Excel/Google Sheets. You must be able to derive insights from large, complex datasets.
- Communication: Exceptional storytelling abilities. You can translate complex data into clear, thoughtful recommendations for senior stakeholders and sales teams.
- Education: Bachelor’s degree in Business, Marketing, Economics, or a related field; an MBA or advanced degree is preferred.
- Project Management: Demonstrated ability to lead complex projects and drive results within a fast-paced, challenging environment.
- Leadership: Proven ability to lead through influence in an individual contributor capacity, utilizing a strong customer first vision to inspire and drive results across Product, Marketing, and Sales teams without direct authority
Compensation
At FreshBooks, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
The total compensation for this role ranges from CA$82,000 - CA$102,000 per year, which may include participation in our incentive programs. Additionally, this position offers an equity grant and immediate enrollment in FreshBooks' comprehensive benefits program, detailed below.
Perks and Benefits
We understand that you'll weigh many factors when deciding if FreshBooks is the right next step in your career. Here are some of our offerings for our employees (we call ourselves ✨ FreshBookers✨) to support their growth:
- Comprehensive health and wellness benefits. Generous time off including a flexible vacation plan, a retirement savings program or pension plan matched to your local office, stock options for every full-time employee, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits, fertility and gender-affirming benefits dependent on your region, and more.
- Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster.
- Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office.
- Supportive peer group, mentors, and leaders. We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.
About FreshBooks
You've probably learned a bit about FreshBooks before making it to this point, but let us take a moment to introduce ourselves: At FreshBooks, we believe that small business owners are the backbone of the economy, yet they are often the most underserved when it comes to technology. For over 20 years, we’ve been on a mission to support owners, from the scrappy solopreneur with a big dream to the growing business with employees to manage.
Our leading platform is more than just business software; it’s an all-in-one financial toolkit that automates invoicing, expenses, payments and payroll, allowing our customers to spend less time on paperwork and more time doing the work they love.
We believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments - remote, hybrid, and in-office - all based on what’s best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on the lives of small business owners worldwide.
Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career. FreshBooks is an equal-opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success. FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us by phone at 1-416-780-2700 and/or email at [email protected].