Senior Product Manager Member Retention (Wallet)

You will own the retention roadmap for our subscription business, reducing active churn and growing lifetime value (LTV) by partnering closely with product teams (Experience, Personalization, Accounts, Monetization) and cross-functional stakeholders. You’ll lead strategies and launch initiatives that extend subscriber relationships—across engagement, renewal, win-back, and subscription health—making data-driven decisions to improve retention and maximize customer lifetime outcomes. You will also play a pivotal role in shaping how fans manage and apply their stored value, credits, and offers across multiple lines of business, helping create a seamless, flexible system that powers future monetization opportunities.

• Lead product vision and roadmap focused on renewal, win-back, and reducing churn
• Use data analytics, cohorts, lifecycle metrics, and experimentation to identify churn drivers and optimize retention levers
• Collaborate closely with Lifecycle, Personalization, CX, Monetization, Finance, Engineering, and Data Science teams to develop and launch retention initiatives (e.g., cancel rescue journeys, personalized salvage offers, renewal flows, and win-back campaigns)
• Track and report KPIs such as retention rate, LTV, churn, reactivation rates, and campaign ROI
• Influence and align stakeholders, ensuring retention strategies support broader business objectives
• Mentor and collaborate with other product managers working on growth, monetization, and account-related flows

• 8+ years of product management experience, preferably with a focus on retention, subscription, or lifecycle initiatives
• Proven track record delivering growth through experimentation, personalization, or lifecycle product work
• Strong analytical mindset comfortable with data tools, metrics dashboards, and experimentation frameworks
• Excellent cross-functional collaboration skills, with experience working alongside Product, Engineering, Marketing, CX, and Data teams
• Deep understanding of subscription-based business models and retention KPIs like churn, LTV, and reactivation
• Clear communication skills and the ability to drive alignment across teams
• Bachelor’s or Master’s degree in Business, Engineering, or a related field

• Experience in streaming, digital subscriptions, or other high-scale membership services
• Familiarity with CRM, customer lifecycle tools, and retention platforms
• Experience building personalized, segmented engagement solutions across platforms

Join Crunchyroll’s Service Monetization team and help power the engine behind our global subscription business. We design and build the systems that enable fans around the world to subscribe, pay, and stay engaged, seamlessly and securely. Our mission is to drive scalable, sustainable growth by optimizing payment performance, deepening subscriber retention, supporting personalized monetization experiences, and protecting the platform from fraud and abuse. From launching new payment methods to refining retry logic, managing offers, or securing transactions, we’re focused on delivering the infrastructure that keeps Crunchyroll’s flywheel turning.

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid