Retention Manager

About the Role

upGrad is launching a micro-learning edutainment app for Hindi-speaking professionals. Think of it as a progress platform, not a traditional course marketplace.

Were pre-launch and hiring our first Retention Manager. This is a true 01 role where youll build the entire lifecycle and engagement engine from scratchCRM/CLM setup, automated journeys, churn prevention, dunning recovery, and win-back systems.

If you enjoy owning post-install growth and turning users into long-term subscribers, this role is for you.

What Youll Own

CRM & Lifecycle Foundations

• End-to-end ownership of the CRM platform (CleverTap or equivalent)
• User segmentation, journey design, and campaign automation from scratch

Multi-Channel Engagement

• Hands-on execution across Push, Email, WhatsApp, In-app, and SMS
• Decide the right channel, message, timing, and frequency for each user cohort

Lifecycle Funnels

• Onboarding Trial conversion Subscription renewal Engagement loops
• Designing habit-forming and value-reinforcing user journeys

Churn & Revenue Protection

• Early churn-warning signals and cancellation save flows
• Involuntary churn recovery (dunning) and failed payment journeys

Win-back & Re-engagement

• Campaigns for churned, dormant, and low-engagement users
• Personalized reactivation strategies based on past behavior

Experimentation & Optimization

• A/B testing on messaging, timing, frequency, offers, and pricing impact
• Continuous learning loops to improve retention metrics

Retention Analytics

• Ownership of D1 / D7 / D30 / D90 retention curves
• Cohort analysis and campaign-level performance tracking

Youd Be a Good Fit If

• 34 years of experience in CRM, CEP, retention, or lifecycle marketing at a consumer app
• (OTT, edutainment, audio, D2C subscription, fintech)
• Built CRM journeys hands-on using CleverTap, MoEngage, WebEngage, or Braze
• Executed campaigns across Push, Email, WhatsApp, and In-appand know why to use each
• Think in retention curves and cohorts, not just open rates or CTRs
• Strong at behavior-based segmentation and trigger-driven automation
• Comfortable with datacan analyze campaigns using CleverTap, Mixpanel, and Google Sheets

Strong Plus

• Experience in subscription-based apps (OTT, audio, edutainment)
• Deep hands-on expertise with CRM tools like CleverTap or MoEngage
• Uses AI / LLMs to improve CRM workflows, personalization, or experimentation

What This Role Is Not

• Not performance marketingyou own post-install, not acquisition
• Not a Salesforce/HubSpot admin rolethis is marketing automation, not sales CRM