Retention Strategist

We’re expanding our customer team and we’re looking for a retention strategist who can help our customers optimize their use of Privy and maximize our impact on their businesses. In this role you’ll work with customers to find areas of opportunity, improvement, and enhancement in their utilization of our tools.

You’ll be working with small and medium-sized (predominantly ecommerce) businesses helping them grow through using Privy’s conversion and email tools. We’re the #1 rated marketing integration in the Shopify App Store, so you’ll get to work with customers who love working with us.

Privy is growing fast so you’ll have the opportunity to have an outsized impact on a fast-moving start up. And when you’re part of our team, you’ll get to take advantage of benefits like:

  • Unlimited vacation policy with a two week minimum
  • Vacation reimbursement program ($1,000)
  • Fully covered healthcare
  • Weekly team lunches
  • Flexible work hours
  • Monthly team outings


  • Nurture and strengthen existing customer relationships
  • Drive customer success and product adoption
  • Impact “customer love” metrics such as retention, CSAT, and engagement


  • Be the go-to strategic resource for our customers post-onboarding
  • Plan and launch onsite and email campaigns with customers
  • Proactively reach out to high-performing customers with strategic and tactical recommendations for optimizing their accounts
  • Identify and engage at-risk customers with recommendations for better utilization of Privy
  • Manage customer communications during these engagements
  • Gather customer feedback for product, process, and education development
  • Help our customers gain knowledge, skills, and confidence


  • You have experience in a customer-facing role in a SaaS environment
  • You have experience in a marketing or ecommerce role or experience training others on marketing technology
  • You have exceptional listening skills. You can understand, interpret, and anticipate customers’ needs and goals
  • You can take customer pain-points or desired outcomes and prescribe suggestions and solutions in real time
  • You can make suggestions for improvement in a diplomatic and positive way
  • You enjoy building relationships with businesses and helping them achieve their goals
  • You have the patience and the perseverance to work with customers on their goals and see it through to a positive conclusion


  • You’re a great problem-solver with good judgement; if something needs to be addressed or improved you take proactive steps to make it better
  • You’re curious and willing to try things that may be outside of your core expertise
  • You’re a helper; you like to work collaboratively and help others succeed
  • You’re a kind person who can draw on their empathy with customers and colleagues alike


If this sounds like you, please send your resume along with a few sentences about why you’re interested in the role and our company to