Head of Customer Retention

WPML is the world's most popular multilingual plugin for WordPress. We power hundreds of thousands of paying customers. Our customers are agencies, store owners, publishers, and governments. We have been profitable for over a decade. We ship real software that real customers depend on. We are not a startup looking for product-market fit. We are a mature company that needs someone to own one of our most important numbers.

You own retention. Not coordinate it. Own it.That means:

• Churn rate, renewal rate, and net revenue retention are yours. You set the targets. You build the plan. You ship the work. You report the results.
• Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. They are not projects you status-report on.
• You lead the existing Retention team and shape its evolution. You coach the team. You get more from the people on it than they are getting from themselves today. The team's shape will evolve as your AI-amplified work scales.
• You work with Support, Engineering, and Product as your three core counterparts. Support is where today's churn signal lives. You constantly mine what is trending and what customers are struggling with right now. You will not request reports from Support. You will use our internal intelligence tools and look yourself. Engineering and Product are where you ship retention-critical fixes. You arrive with business cases that make prioritization obvious.
• You report to the CEO directly. No layers. No fancy slides. Only results.