Overview

Description

Are you a natural leader who believes that an amazing product coupled with world-class support is what drives company growth and success? Our Pathwire Support team is hiring for a Sr. Manager to obsess about customer retention. You would be responsible for renewing customers across all three Pathwire brands – Mailgun, Mailjet and Email on Acid.

Responsibilities

  • Design a proactive customer engagement model to ensure customers stay and grow
  • Build professional and trusting relationships with customers and internal Pathwire leaders and executives
  • Leverage data to design customer retention campaigns and predictive models for retention
  • Report and analyze retention metrics
  • Partner with the Sales team to identify revenue growth opportunities
  • Implements process changes to improve efficiency and customer happiness
  • Day to day management of a team of renewal specialists

Requirements

  • 5+ years of related customer service or customer retention experience
  • Proven experience serving as a people leader
  • Strong communication (verbal and written), critical thinking and analytical skills
  • Full understanding on how to apply service level agreements (SLAs)
  • Exhibits excellent attention to detail
  • Ability to manage multiple priorities and tasks simultaneously
  • Experience with calculating and analyzing churn and retention metrics

Preferred

  • Experience with email technologies and platforms
  • Experience with Enterprise customers

Benefits

  • KEEPING YOU HEALTHY: Pathwire offers 100% employer paid comprehensive medical, dental, and vision plans (US). We offer a variety of supplemental plans to meet your individual needs and provide access to telehealth for all participants.
  • KEEPING YOU BALANCED: Pathwire provides free virtual counseling resources through our Employee Assistance Programs. Your mental health is as important as your physical health.
  • FINANCIAL SECURITY: We offer an employer match for 401k participants to help you plan for the future (US).
  • TAKE A BREAK: We believe performance at work requires balance at home. This is why we provide 5+ weeks of time-off to all employees.
  • FAMILY PLANNING: We know that families can be built in a variety of ways and this is why Pathwire offers paid parental leave and family planning support.
  • WORK WHERE YOU ARE: It’s not where you work that matters. This is why we provide flexible remote work offerings for most of our roles.

Pathwire embraces diversity and equal opportunity in all aspects of our business. We are committed to building a company that empowers individuals from a diverse set of backgrounds and values diversity of thought as a beacon for performance. The more inclusive we are, the better our work will be.