Senior Retention & Monetization Manager

The mission:

The Senior Retention and Monetization Manager owns post-acquisition financial metrics, including LTV and Loss Rate from a growth perspective, and leads revenue expansion levers such as purchase frequency (upsell), collections-driven retention, and cross-sell initiatives when applicable. Is responsible for managing the entire customer journey through effective communication and engagement strategies.

Additionally, the role designs and continuously optimizes behavioral retention and monetization loops and personalization engines that dynamically adapt messages, offers, timing, and incentives by segment, risk profile, and behavior — creating compounding improvements in repeat usage, repayment behavior, and incremental revenue. The role also defines behavioral triggers aligned to OKRs and owns the growth levers required to deliver the company’s North Star Metric (NSM).

As part of the Growth team, the Sr. Retention and Monetization Manager partners closely with Product, Risk, and Engineering to translate customer behavior and insights into high-performing retention and monetization strategies, continuously improving the customer journey and directly impacting core business outcomes such as LTV, Loss Rate, and revenue per customer.

The expected outcome:

• Ensure customers receive the right experience, through right message, through the right channel, at the right time, across the full lifecycle, driving measurable improvements in activation (acquisition), retention (loss rate), and engagement (origination).
• Build and maintain a customer journey that prioritizes listening, empathy, and cultural understanding, using data and experimentation to continuously improve communications effectiveness.
• Own and manage the full customer lifecycle communication strategy, from onboarding and activation (acquisition) to engagement (origination), retention (loss rate), and reactivation (origination).
• Configure, operate, and optimize Braze for multichannel communications (push, email, in-app, SMS, whatsApp), ensuring high deliverability, relevance, performance and cost reduction.
• Own MMP and analytics tooling, specifically Tenjin and PostHog, to track attribution, user behavior, funnels, cohorts, and experimentation results.
• Design and execute experimentation frameworks (A/B tests, holdouts, cohorts) to continuously improve messaging, timing, and channel mix.
• Storytelling: Translate customer behavior, insights, and lifecycle performance into clear narratives that align Growth, Product, Engineering, and Branding teams.
• Ensure communications are consistent, compliant, and culturally relevant across all channels and customer touchpoints.
• Partner closely with Product and Engineering to trigger lifecycle events, define tracking plans, and improve data quality and observability.
• Collaborate with branding to align brand voice, messaging frameworks, and campaign strategies across acquisition and lifecycle stages.
• Review analytics and performance data regularly to extract actionable insights that improve both communications strategy and product experience.
• Continuously evaluate and adopt best practices, tooling improvements, and automation opportunities to scale lifecycle communications efficiently.
• Create a single WhatsApp number for the whole company that serves customer support, personalized assitance and communication.
• Define and own behavioral triggers aligned to OKRs and North Star Metric (NSM), ensuring lifecycle automations directly drive LTV expansion, loss rate reduction, and repeat origination.
• Design and operate retention and monetization loops (repayment, repeat usage, cross-sell, upsell, reactivation) as compounding growth systems, not isolated campaigns.
• Own lifecycle revenue performance dashboards and cohort economics (LTV, frequency, recovery, loss rate) to continuously prioritize high-impact growth levers.

The day to day tasks:

• Minimum 10 years of experience in customer lifecycle, CRM, or growth roles within a Series A/B B2C technology startup.
• Proven hands-on experience owning lifecycle communications at scale.
• C1 English level.
• Deep hands-on experience with Braze (or similar lifecycle tools) for multichannel campaign execution and automation.
• Strong experience working with MMPs and product analytics, specifically Tenjin and PostHog (or equivalent).
• Experience designing and running experiments (A/B tests, cohort analysis, attribution).
• Strong data, metrics, and performance-driven mindset.
• Strong product mindset with the ability to translate behavior into messaging and flows.
• Excellent stakeholder management across Growth, Product, Engineering, Branding.
• Understands behavioral economics and how low-income customers make financial decisions.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary