Retention & Customer Growth
Retention is not a feature. It is the compound result of many small moments of earned confidence.
Role
Director of Product Design
Team
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Timeline
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Outcome
6% YoY churn reduction · ~$11.5M preserved ARR
Responsibilities
The Opportunity
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Placeholder scaffold. Replace with the real account. The prompts below are here so the structure is ready for your words, not to stand in as finished copy.
What was churn actually costing, and what did the business believe was causing it when you started?
What We Learned
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Placeholder scaffold. Replace with the real account. The prompts below are here so the structure is ready for your words, not to stand in as finished copy.
Describe how research and behavioral data reframed churn from a single event into a sequence of earlier signals.
- Add the leading indicator you found
- Add the qualitative insight behind it
- Add what the data ruled out
Strategy
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Placeholder scaffold. Replace with the real account. The prompts below are here so the structure is ready for your words, not to stand in as finished copy.
How did you turn that insight into a prioritized, measurable program across multiple teams?
Exploration
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Add exploration artifacts: journey maps, service blueprints, concept tests, experiment designs.
The Experience
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Show the shipped retention experiences at full width.
Impact
Measured against year-over-year churn and the annual recurring revenue retained as a result.
%
YoY reduction in churn
$M
Preserved ARR
Leadership
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Placeholder scaffold. Replace with the real account. The prompts below are here so the structure is ready for your words, not to stand in as finished copy.
Retention work spans many teams. Describe how you built the partnership model that made a cross-team program possible, and how you kept executives aligned on a metric that moves slowly.
Add the sentence that captures how you led across teams here.
03 · Constant Contact