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GoTo Retention Program Manager in Boston, Massachusetts

Job Description

We believe in making IT easy. By delivering solutions that make it easy to securely connect, collaborate and be flexible above all else, we empower everyone to live their best life, at work and beyond. We try to live by a basic mantra: simplify to automate, automate to simplify. This is where you help us achieve our mission.

GoTo is looking for a highly motivated Customer Experience Program Manager who will design and build programs to engage and retain our customers. The right candidate is passionate about understanding our customers and has experience leading teams to launch, test, and iterate a series of customer experience initiatives.

In this role you will focus on 2 primary objectives: First, leading cross-functional teams to identify, execute, test, and iterate a series of new retention initiatives to improve the customer experience; and second, communicating overall effectiveness of these initiatives and impact on our financial performance.

Your Day to Day:

  • Develop and prioritize Touch & eCommerce Customer Experience/Retention strategies based on product strategy and competitive landscape

  • Effectively lead teams of cross-functional owners across Marketing, Sales, Product, Engineering, Support, and Customer Success to identify, execute, test, and iterate a series of initiatives to improve customer experience and reduce churn

  • Partner closely with the Retention Analytics team to drive critical decision-making and actions across the organization

  • Translate initiative test results into impact to overall organization and financial performance

  • Build credibility and trust with the Customer Marketing team and key stakeholders within the Remote Solutions Group (Product) and Care organizations, through effective communication as well as demonstrated knowledge, expertise and actions

  • Design and manage retention operating mechanics

  • Foster a positive work culture through attitudes, actions, and ongoing demonstrations of company core values

What We’re Looking For:

  • 5+ years of relevant skills and experience in high tech companies delivering SaaS products

  • Experience leveraging data (provided by Customer Experience analyst) to validate retention improvement initiatives

  • Experience leading large, cross-functional teams towards a common goal

  • Program management experience

  • Exceptional communication, influence, problem solving, and analytical skills

  • Self-motivated and organized with a strong desire to succeed and grow as we grow

  • Collaborative and flexible mindset

  • Ability to work across various cultures globally

You’ll be working towards a shared goal with an open-minded and cohesive team greater than the sum of its parts. At GoTo, we’re passionate about growing a diverse and inclusive work ecosystem because unique takes make us a stronger company, and

Stronger Together. We’re committed to creating an inclusive space for everyone, no matter what. That’s how we’ll Be Real, Think Big, Move Fast, and Keep Growing along the way.

LogMeIn, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. LogMeIn, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.Each officer, manager, and employee is expected to support, cooperate with, and carry out this policy. Any employee who believes he or she has been the victim of employment discrimination, or has witnessed discrimination in the workplace based on any of these factors should report the matter immediately to Human Resources.