Wati is a growing Saas platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.
Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Southeast Asia. Trusted by 8000+ customers across 100+ countries, we are a rapidly expanding team filled with talented people from around the globe.
We are growing fast, and are now looking for a Senior Program Manager - Retention to drive programs that will enhance user engagement, satisfaction, and retention through strategic product initiatives. We are looking for an analytical and creative self-starter who excels at zeroing in on key problems and swiftly developing effective solutions.
In this role, you will work closely with cross-functional teams to implement and optimize retention strategies that leverage our product’s capabilities. Your goal will be to ensure that our customers achieve their desired outcomes and continue to see value in our product, driving long-term growth for the company.
This will be an opportunity for you to impact the experience of thousands of small businesses who use our product on a daily basis, and be a key part of this high growth journey.
In this role, you will report to our Head of Product, and work cross-functionally across the organisation.
What you will do:
Retention Strategy Development:
- Develop and implement a comprehensive product-led retention strategy aligned with the company’s business goals.
- Identify key retention metrics and set targets to measure the success of retention initiatives.
Data-Driven Insights:
- Analyze user behavior data to identify trends, pain points, and opportunities for improving retention.
- Utilize limited data points to delve deeply and formulate hypotheses on potential problems.
Product Optimization:
- Collaborate with product management and UX/UI teams to enhance product features that drive user engagement and retention.
- Use data and customer feedback to highlight high ROI improvements to the product team.
Customer Onboarding and Engagement:
- Work closely with our customer onboarding and success teams to identify process gaps and implement rapid improvements.
- Drive both short-term operational enhancements and long-term scalable solutions to address these issues.
Cross-Functional Collaboration:
- Work closely with engineering, marketing, sales, and customer success teams to ensure alignment and effective execution of retention strategies.
- Lead cross-functional initiatives aimed at improving the overall user experience and retention.
Reporting and Metrics:
- Define and track key performance indicators (KPIs) related to customer retention and product usage.
- Provide regular updates and detailed reports to senior leadership on the progress and impact of retention initiatives.
- Minimum of 6 years of experience in program management, product management, customer success, data analytics or a related field, with a focus on retention strategies in a tech environment. Experience in SaaS is a plus.
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field. Master’s degree is a plus.
- Strong analytical skills with experience in data analysis, A/B testing, and metrics tracking.
- An eye for improving customer experience, whether in product or process, an ability to deploy user-centric programs and measure impact.
- Familiarity with CRM systems, analytics tools (e.g., Google Analytics, Mixpanel, Amplitude), and basic understanding of software development processes.
- Excellent verbal and written communication skills, with the ability to effectively collaborate with cross-functional teams and manage stakeholders.
- Proven leadership skills with the ability to mentor team members and drive cross-functional initiatives.
- Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
