Mailchimp is looking for a
Principal Product Manager to lead product strategy and execution for our
Retention & Churn Growth team. This team focuses on helping tenured customers - those more than 90 days beyond activation - continue to realize meaningful value from Mailchimp, deepen their use of our ecosystem, and grow with the platform over time.
You will own a highly visible and business-critical product area, with
Net Revenue Retention as the north-star KPI. Your mandate will span three interconnected goals: increasing adoption of valuable capabilities across the Mailchimp ecosystem, helping customers move to the tiers and plans that best support their evolving needs, and proactively identifying and mitigating churn risk.
This is an expansive, end-to-end growth role. You will build experiences that help customers discover value at the right moment, while using a broad set of product and go-to-market levers: personalized and contextual growth experiences, product-triggered communications, packaging and monetization changes, and Customer Success- and Customer Support-led interventions.
Success in this role requires more than optimizing individual touchpoints. You will develop a deep understanding of customer intent, behavior, and value realization; identify the highest-impact opportunities across the customer journey; and bring cross-functional teams together to solve them. You will directly lead complex initiatives from strategy through measurement and iteration, while influencing product teams across Mailchimp to accelerate progress toward shared retention and growth goals.
This is an opportunity to shape how millions of customers build lasting relationships with Mailchimp, and to play a central role in one of the company's most important growth priorities.
Responsibilities- Set the multi-year strategy and investment priorities for Retention & Churn, with accountability for Net Revenue Retention and its key leading indicators.
- Build and manage a portfolio of opportunities across feature adoption, plan expansion, and churn mitigation, making clear tradeoffs based on customer value and business impact.
- Lead the most complex, ambiguous, and high-leverage initiatives from opportunity definition through scaled execution and measurable outcomes.
- Establish the team's growth operating model, including experimentation standards, measurement frameworks, learning agendas, and roadmap decision criteria.
- Orchestrate coordinated growth strategies across product experiences, lifecycle communications, pricing and packaging, and Customer Success and Support interventions.
- Influence roadmaps across Mailchimp, partnering with product leaders to embed retention and expansion into core customer experiences.
- Partner with Data Science and Analytics to develop segmentation, predictive models, and leading indicators that improve targeting, personalization, and decision-making.
- Align executives and cross-functional leaders on strategy, investment choices, performance, and risks, using clear narratives grounded in customer insight and data.
- Raise the bar for growth product management across the organization by codifying best practices, mentoring product leaders, and championing customer-value-led growth.
Qualifications_:empty]:hidden'>
- Significant product management experience, including deep and demonstrable expertise in growth product management. Experience leading retention, engagement, expansion, monetization, or churn initiatives is essential.
- A track record of delivering measurable improvements to business and customer outcomes through product-led growth strategies and experimentation.
- Strong command of growth fundamentals, including customer lifecycle strategy, behavioral segmentation, funnel and cohort analysis, experimentation, personalization, monetization, and retention modeling.
- Exceptional analytical judgment, with the ability to use quantitative and qualitative data to size opportunities, identify root causes, prioritize the highest-impact work, and make decisions in ambiguous environments.
- Experience defining north-star metrics and building measurement systems that connect leading indicators to long-term outcomes such as retention, expansion, lifetime value, and Net Revenue Retention.
- Deep understanding of customer psychology, user intent, behavioral design, and UX best practices for growth experiences. You know how to influence behavior by making value more clear and accessible.
- Experience partnering with Data Science teams and using propensity models, predictive signals, and personalization systems to improve targeting and customer experiences.
- Demonstrated ability to lead large, complex, cross-functional programs from opportunity identification and strategy through delivery, measurement, iteration, and scaling.
- Strong influence and stakeholder-management skills, with a history of aligning senior leaders and inspiring teams across organizational boundaries without relying on direct authority.
- Excellent written and verbal communication skills, including the ability to translate complex analysis into clear narratives, decisions, and action.
- A customer-first mindset and a strong belief that sustainable growth comes from helping customers realize greater value.
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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
The expected base pay range for this position is:
New York $240,000 - $325,000
