Retention Product Marketing Manager

About The Position

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We’re scaling fast and looking for a customer-centric Retention Product Marketing Manager to drive adoption, engagement, and customer expansion across our user base. If you’re passionate about delivering value beyond acquisition and turning customers into champions, we want to hear from you. As our Retention Product Marketing Manager, you’ll be the voice of the customer after the sale. You’ll own the strategy and execution of lifecycle marketing programs that increase product engagement, reduce churn, and drive expansion through upsell and cross-sell initiatives. You’ll work cross-functionally with Product, Customer Success, Onboarding, Sales, and Growth teams to create seamless customer journeys that increase lifetime value.

This role also requires a proven ability to execute strategically with a focus on measurable outcomes across customer retention and expansion. You’ll spend time with customers learning about their needs and challenges. As a critical thinker and catalyst for change, you’ll develop and drive key initiatives and cross-functional programs required to increase adoption and revenue.

Responsibilities

• Own the strategy and execution of product adoption initiatives across the customer lifecycle—from onboarding and activation to long-term engagement and renewal—with a focus on driving platform stickiness and satisfaction.
• Build and scale processes that help customers adopt key features faster, unlock core product value, and develop habits that lead to deeper engagement and long-term retention.
• Develop and refine customer segmentation using behavior, usage patterns, and firmographics to deliver personalized adoption and retention programs that resonate with each user cohort.
• Set customers up for success by enabling CS and AM teams with the right playbooks, messaging, and content to support onboarding, ongoing education, and new feature rollouts.
• Identify friction points and churn signals, then lead proactive initiatives—such as email nurtures, in-product guidance, and webinars—to improve customer experience and reduce drop-off.
• Partner with Product and Growth to optimize in-app flows and onboarding experiences, surfacing high-value features at the right time to build habit loops and enhance product stickiness.
• Continuously track and report on key metrics—including product engagement, feature adoption, NPS, and retention—to assess customer satisfaction and uncover opportunities to improve the experience.
  
  

• Native English speaker with strong written, presentation and verbal communication skills
• 4–7 years in Product Marketing, Lifecycle Marketing, or Customer Marketing—ideally in B2B SaaS
• Strong understanding of SaaS metrics (NRR, churn, CAC:LTV, etc.)
• Experience with CRM, marketing automation, and customer data tools (e.g., HubSpot, Intercom, Amplitude, Segment)
• Have a strong methodical approach to planning and executing collateral projects
• A passion for brand, design, infographics and storytelling
• Ability to work self-sufficiently and excel in a high-paced, continuously changing environment
• Optimistic, team player, fast learner, and curious beyond belief