Customer Retention Manager

Customer Growth & Engagement

You blinked, and the trading world changed - now help us keep our customers ahead of every market move. We are seeking a dynamic Customer Growth Engagement & Enablement professional to join our FinTech team. This role focuses on understanding our customers deeply and creating meaningful value that drives engagement and success in their trading journey.

Key Responsibilities:

Onboarding & Activation

• Own the onboarding journey from app download through first deposit, and fix friction points where users drop off

• Deploy automated, personalized messaging that brings stalled users back and drives first deposit, alongside support

• Own and improve onboarding completion (~73%) and first-deposit conversion (~79%) as core KPIs

Customer Segmentation & User Analytics

• Segment customers by trading behavior, risk tolerance, product usage, and engagement level

•Use BI and analytics tools to track usage patterns, drop-off points, and engagement trends

• Map the customer journey per segment to surface key pain points and opportunities

•Deliver monthly insights and recommendations to management, product, and service teams

Marketing Campaigns & Customer Lifecycle Management

• Design and optimize targeted campaigns (email, in-app, push) across the full customer lifecycle

• Own the customer Flow from onboarding through retention and growth, including proactive win-back offers for at-risk customers

• Partner with customer service to identify VIP and at-risk customers and support dedicated VIP care

• A/B test and report on campaign performance, aligning Service, Success, and Growth on shared metrics

What We're Looking For:

• Strong understanding of financial markets and trading concepts - advantage
• Proven experience with 100K+ B2C customer success operations
• Leading existing customer marketing campaigns and journey
• Ability to work both hands-on and think strategically about scalable processes
• Excellent communication skills with ability to create compelling content
• Experience in customer segmentation and data analysis
• Passion for helping customers succeed in their financial journey
• Bachelor's degree in Business Administration, Marketing, Communications, or related field preferred.

Perks at Blink

Impact & Innovation

• We're changing how people trade - and you get to be part of it
• Build something that truly matters in people's financial lives
• Work with cutting-edge fintech tech that's actually cool

Grow With Us

• Smart people to learn from (and have fun with)
• Time to get better at what you do

The Practical Stuff

• All the social benefits (yep, study fund too)
• Full-featured tech stack and equipment designed for startup agility
• Stock options that could actually be worth something
• Hybrid and flexible work environment
• Startup fun culture and cool team