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We love to work together and collaborate in our teams, which is why we opted for a hybrid model, allowing us to work from the office 3 times per week.

At Gen Digital, our mission is to empower people to live their digital lives freely and securely. Through our freemium brands — Avast, AVG, Avira, and CCleaner — we protect the online experiences of hundreds of millions of users worldwide.

Within our Customer Success Management team, retention is at the heart of sustainable growth. We’re looking for a senior individual contributor who thrives on data, detail, and end-to-end funnel optimization. This role is for someone who wants to own the numbers, partner closely with eCommerce and cross-functional teams, and shape how we maximize both autorenewal and manual renewal success.
 

What You’ll Do

• Own Retention Funnel Performance: Monitor and optimize key metrics across renewals and billing — including unsubscribe rates, billing success, mid-cycle events, merchandise ID performance, proactive vs. manual renewal rates, and beyond.
• Deep-Dive Analytics: Conduct detailed analysis on customer behavior and lifecycle performance to uncover drivers of churn, renewal success, and long-term value.
• Experiment & Optimize: Design and run tests to improve renewal flows, pricing strategies, messaging, and billing processes, with a focus on measurable retention lift.
• Partner Across Teams: Act as a data-driven counterpart to our eCommerce, Product, Finance, and Customer Success Management teams, ensuring retention insights shape product, campaign, and lifecycle strategy.
• Proactive Problem-Solving: Identify and address friction points in the customer journey that affect retention or billing, and propose solutions that scale globally.
• Performance Accountability: Own and present reporting on key retention KPIs to stakeholders, ensuring visibility and actionability of results.

What We’re Looking For

• 6+ Years of Experience: Proven background in digital marketing, lifecycle/CRM, subscription growth, or retention optimization in a consumer-facing business.
• Data Fluency: Comfortable building dashboards, working with pivot tables, and translating insights into business action.
• Retention Expertise: Deep understanding of subscription metrics and mechanics — autorenewals, billing success, customer churn, cancellation behaviors, and manual renewals.
• Independent Execution: Able to set direction, manage priorities, and deliver results autonomously while keeping stakeholders aligned.
• Cross-Functional Influence: Strong communicator who can partner with eCommerce, Product, Finance, and Customer Success teams to align on goals and drive impact.
• Customer-Centric Mindset: Balances business outcomes with delivering value to customers throughout their lifecycle.
• AI-Enabled: Demonstrated experience using GenAI tools to improve work output; enthusiasm for teaching others how to apply these tools effectively.

Benefits:

• Annual bonus scheme
• Unlimited PTO (paid time off), flexible working hours & home office.
• The chance to join a major global tech company listed on the S&P 500.
• Opportunity to learn and work with the best in the Digital Security industry.
• Cafeteria points are provided by Benefit Plus (meal plan, pension insurance, travel, free time activities, multisport card, and much more).
• Tuition reimbursement for job-related courses
• Learning & Development plan.
• Sustainable home improvement bonus
• Mac/Windows laptop and more