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.

As part of the Growth team, the Senior 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.
• Key responsibilities include optimizing multichannel communications using tools like Braze, Tenjin, and PostHog, designing experiments to improve messaging, and collaborating with various teams to enhance customer experience. The role requires at least 10 years of experience in customer lifecycle management, strong analytical skills, and a deep understanding of behavioral economics.
• 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).

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