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Coursera (recently merged with Udemy) is seeking a Lead, Retention Strategy to drive strategy and cross-functional execution around reducing voluntary and involuntary churn across the Consumer business. This role sits within the Monetization team and focuses on helping learners discover, engage with, and realize value from the combined platform.
You will own the retention strategy by analyzing customer behavior across key flows, geographies, channels, buyer segments, and subscription journeys to uncover high-impact opportunities. Responsibilities include tracking retention metrics across customer segments and cohorts, identifying churn drivers, developing data-driven retention strategies by partnering with Research, Analytics, Data Science, and Support teams, and translating findings into prioritized business cases.
Key activities include analyzing critical customer journeys (onboarding, discovery, engagement, subscription usage, cancellation, renewal, save, and winback), partnering with Product, Lifecycle, Monetization, and Payments teams to prioritize and shape initiatives that improve retention, owning the retention experimentation roadmap from opportunity sizing through scaling, and leading the cross-functional retention operating cadence to align stakeholders on priorities, progress, and execution.
This role requires analytical rigor, strategic thinking, customer empathy, and strong cross-functional leadership. You will serve as a key thought partner to Consumer organization leaders and ensure retention opportunities are clearly diagnosed, financially sized, prioritized, tested, and scaled. The company emphasizes a globally distributed team that comes together intentionally for collaboration and complex problem-solving, with flexibility to work from anywhere.
