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Job Description: • Launch a unified framework to measure and increase customer value perception, driving service engagement. • Re-architect the onboarding and initial service consumption flow to ensure high adoption and measurable reduction in early churn. • Implement a robust, proactive 'Member Center' experience that empowers entrepreneurs to manage their services, recognize value, and reduces active and passive churn. • Partner with Platform Engineering to run weekly A/B tests on onboarding steps, in-app support, and proactive retention triggers. • Ensure 100% data integrity between customer actions (engagement, support tickets, usage) and our Customer Health Score reporting systems. • Deploy AI-powered personalization throughout the in-app experience to surface relevant service usage tips and proactive support, increasing long-term engagement. Requirements: • Customer Experience Expertise: You’ve built or scaled complex customer success, retention, or subscription lifecycle platforms at scale. • Strategic Thinking: You don't just build features; you understand service design, NPS/CSAT drivers, and churn prediction models. • Technical Fluency: You can hold your own in a room of architects. You understand APIs, event-driven architecture, and how customer usage and sentiment data flows through a service design stack. • Data Obsession: You live in the customer journey. You are expert at using SQL, Mixpanel, or Amplitude to find the 'why' behind churn and low engagement. • Experimental Mindset: You believe in shipping fast, failing small, and doubling down on winners. • Entrepreneurial Grit: You’ve likely started something yourself or thrived in high-growth, ambiguous environments. Benefits: • Health Care Plan (Medical, Dental & Vision) • Life Insurance (Basic, Voluntary & AD&D) • Virtual Wellness Resources • Work From Home