Job Title

About the Role upGrad is launching a micro-learning edutainment app for Hindi-speaking professionals. Think of it as a progress platform, not a traditional course marketplace. We’re pre-launch and hiring our first Retention Manager. This is a true 0→1 role where you’ll build the entire lifecycle and engagement engine from scratch—CRM/CLM setup, automated journeys, churn prevention, dunning recovery, and win-back systems. If you enjoy owning post-install growth and turning users into long-term subscribers, this role is for you. What You’ll Own CRM & Lifecycle Foundations End-to-end ownership of the CRM platform (CleverTap or equivalent) User segmentation, journey design, and campaign automation from scratch Multi-Channel Engagement Hands-on execution across Push, Email, WhatsApp, In-app, and SMS Decide the right channel, message, timing, and frequency for each user cohort Lifecycle Funnels Onboarding → Trial conversion → Subscription renewal → Engagement loops Designing habit-forming and value-reinforcing user journeys Churn & Revenue Protection Early churn-warning signals and cancellation save flows Involuntary churn recovery (dunning) and failed payment journeys Win-back & Re-engagement Campaigns for churned, dormant, and low-engagement users Personalized reactivation strategies based on past behavior Experimentation & Optimization A/B testing on messaging, timing, frequency, offers, and pricing impact Continuous learning loops to improve retention metrics Retention Analytics Ownership of D1 / D7 / D30 / D90 retention curves Cohort analysis and campaign-level performance tracking You’d Be a Good Fit If 3–4 years of experience in CRM, CEP, retention, or lifecycle marketing at a consumer app (OTT, edutainment, audio, D2C subscription, fintech) Built CRM journeys hands-on using CleverTap, MoEngage, WebEngage, or Braze Executed campaigns across Push, Email, WhatsApp, and In-app—and know why to use each Think in retention curves and cohorts, not just open rates or CTRs Strong at behavior-based segmentation and trigger-driven automation Comfortable with data—can analyze campaigns using CleverTap, Mixpanel, and Google Sheets Strong Plus Experience in subscription-based apps (OTT, audio, edutainment) Deep hands-on expertise with CRM tools like CleverTap or MoEngage Uses AI / LLMs to improve CRM workflows, personalization, or experimentation What This Role Is Not ❌ Not performance marketing—you own post-install, not acquisition ❌ Not a Salesforce/HubSpot admin role—this is marketing automation, not sales CRM