Who Are We?We are a team that brought you Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner, dedicated to providing cybersecurity, privacy, and identity protection to over 500 million users in 150 countries. At Gen, we offer flexible working options, generous time off, and competitive benefits in a diverse and inclusive environment where every team member is valued and celebrated. If you are smart, fearless, and dedicated, join us to power Digital Freedom and help consumers take control of their digital lives.How do We work?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.Help Shape Retention at ScaleAt 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 DoOwn 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 For6+ 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 schemeUnlimited 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 coursesLearning & Development plan.Sustainable home improvement bonusMac/Windows laptop and more#LI-IKGen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. .To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
