Customer Retention Manager

Job Description

AudioMovers, recently acquired by Abbey Road Studios, is a tech start-up which has established a reputation as the music producer's preferred remote collaboration tool. Launched in 2019, Audiomovers is a software product that allows music professionals to stream, listen to and record high resolution multichannel remote audio in real time, with multiple collaborators, anywhere in the world. The solution includes a set of plugins, Listento and Listento Receiver, and mobile apps, with a beta desktop application coming soon. With its support of lossless multichannel audio, up to 7.1 surround, combined with its stability and unique ability to adjust latency and bit rate, Audiomovers stands apart from other remote tools on the market. Mimicking in person collaboration and seamlessly fitting into the producer's workflow, Audiomovers meets the high-quality expectations of thousands of music professionals across the world, from a producer working on a track with their co-writer to a large scale, scoring postproduction facility streaming multichannel audio to multiple teams and listeners at the same time.

With already proven product market fit and investment from Abbey Road Studios, AudioMovers has an aggressive growth and scale up plan for the product to reach its full potential. We are looking for the team to be part of this exciting journey.

Skills & Experience

The Customer Retention Manager will be devising tactics to bolster retention and tackle churn for a subscriber base numbering in the thousands.

Audiomovers is a small, autonomous team within a larger organisation and iterates on a rapid development cycle, so we are looking for individuals who work the same way. The ideal candidate is an independent thinker with an agile approach to working in a working in truly cross-functional function.

The right candidate will be an expert with demonstrable experience in retention for subscription SaaS businesses.

Key Responsibilities
• Responsible for key KPIs: Retention, ARR, MRR, Churn Management, LTV, Net Growth
• Owning all retention activities
• Working with the Head of Marketing and Product to optimise the subscription funnel and feature set to enhance the customer experience
• Test and explore add on product and upsell options that will continue to evolve as the product range expands
• Provide progress updates to the Head of Product and the Board on a regular basis

Personal Specification

Necessary
• A proven track record devising tactics to improve retention for SaaS business, at scale (i.e. thousands of customers)
• Deep understanding of subscription business metrics and challenges
• Results-focused with extensive experience in test and learn at a customer, campaign and product level
• Experience using CRM and marketing automation software, including building campaigns based on customer insights
• Analytical and commercial - can use analytical insight to drive commercial decisions and contribute to the product roadmap
• Autonomous and self-organising – can hit the ground running with retention tactics
• Expert in newest retention techniques
• A holistic approach to activation and retention – thinking beyond email
• A confident communicator who enjoys complex technologies
• Willing to roll sleeves up and support the business and team with broader strategic and practical decision making
• Experience working in SaaS subscription businesses

Desirable
• A passion for music, music production and the product, to effectively work with audio engineering audiences
• Experience in building/ managing subscription pricing models
• CRM and automation
• Comfort with copywriting
• Data Analysis Expert
• Basic understanding of plug-in / VST software, previous experience at a pro-audio technology company

Your Benefits
• Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan available
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)

Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.

Jobcode: Reference SBJ-r1y15x-3-144-104-29-42 in your application.