Channel Retention Manager

Fathom is a vibrant, forward-thinking company here for the curious, the creators, and the problem solvers, and we’re looking for people to join us who share our passion for making things better every day and help us continue to grow. If you aspire to make a meaningful impact in a fast-paced business and grow your career, this could be the opportunity you’ve been waiting for. You’ll be joining a team with a fantastic culture, where flexibility and work-life balance are among our core values.

The Channel Retention Manager is responsible for retaining Fathom’s small and medium-sized business (SMB) user channel through strategic messaging, content, and other initiatives. In this role, you will harness your analytical and creative expertise to reduce churn.

About you:

Key responsibilities:

Developing content and messaging to retain SMB channel users:

• Creating messaging and content campaigns that aim to increase retention and reduce churn amongst Fathom’s SMB subscribers.
• Offering specific guidance and assistance in implementing messaging and content campaigns as intended.
• Thinking creatively about messages, content, and initiatives aimed at retention and churn goals.
• Delivering decreases across churn metrics and increases across retention metrics for SMB channel.
• Ensuring content is high-quality and strategic by incorporating personal and peer review.

Leveraging data to track and improve effectiveness:

• Tracking results of past and ongoing initiatives to determine effectiveness and identifying areas of opportunity for improvement.
• Working closely with the data analysis team to understand and correctly interpret meaningful results and their implications across this user group.
• Incorporating results into new initiatives and leveraging results to revisit and reinvent existing initiatives.

Testing new initiatives and sharing results globally:

• Actively seeking out opportunities to try new initiatives that could increase retention and decrease churn.
• Testing hypotheses, tracking results, and sharing findings on a local and global level as appropriate.

KPIs:

• Quarterly SMB net upsell targets
• SMB retention/churn
• Peer and manager feedback

Other PIs:

• Net MRR movement
• SMB 3-month NRR
• Reduction in churn risk score

Skills and Experience:

Required:

• Bachelor’s degree from an accredited University or College.
• 2+ years customer-facing, relationship management, or customer success experience, preferably in the software industry.
• Exceptional written communication and content creation skills related to marketing or communication campaigns.
• Ability to apply an analytical approach to problem-solving.
• Strong project management and organizational skills.

What we will offer you:

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

If you join our team, you will soon discover that we excel at building strong, enduring relationships, including those with our employees. Employees receive the benefits below and much, much more:

• 30 days total paid time off
• Medical, dental & vision insurance
• 4% 401(k) company match
• Flexible work environment

Fathom is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

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