Director, Growth & Retention

We’re seeking a Director of Growth & Retention to take direct ownership of customer retention, loyalty, and the continuous improvement of our activation and growth strategy. You will define and execute our strategy for strengthening long-term customer relationships, building the systems and discipline needed to deeply understand customer behavior, and systematically enhance engagement. Working across departments, and leveraging your own team of analysts and engineers, you will create a flywheel that adapts our product and onboarding to expand MNTN’s presence in both established and emerging market segments.

This role offers the best of both worlds: the autonomy to shape strategy and the ability to work directly with Engineering and TPM leadership in an environment free of rigid silos. You’ll own outcomes end-to-end, directing cross-functional resources with the authority to make a real impact. While you’ll bring product discipline and structure, your pragmatic, execution-oriented mindset will thrive in our engineering-led culture.

• Own customer retention and lifetime value as north-star metrics – define, measure, and report progress with conviction.

• Champion customer experience - implement best practices that reduce friction, improve, usability, and drive loyalty.

• Measure what truly matters - establishing CX metrics that link directly to retention and revenue impact.

• Build the analytics foundation – consolidate fragmented product analytics into a single, trusted source of truth.

• Uncover drivers of customer behavior – blend quantitative analysis with customer insights and frontline anecdotes to identify opportunities for stronger engagement.

• Drive experiments – set up a programmatic approach to onboarding, adoption, lifecycle messaging, and product engagement.

• Influence and orchestrate – align Engineering, TPMs, CS, and Marketing around a clear retention roadmap; ensure execution happens.

• Scale the function – prove impact with a lean pod, then build out the right team (analytics, lifecycle, product support) over time.

• 7–10+ years in growth, product, or adjacent leadership roles with measurable impact on retention.
• 2-3+ years in an individual contributor role as an engineer, analyst or data science.
• Strong proficiency with SQL; experience with any other programming languages is a plus.
• Veteran of driving customer growth in self-service SaaS and/or AdTech businesses.
• Comfortable with direct customer outreach, solving customer problems with a platform approach.
• Experience standing up a growth or retention function from scratch.
• Strong analytical skills; comfortable leading data-driven decision making in environments with imperfect data.
• Ability to thrive in an engineering-led org - building credibility with technical peers while introducing product discipline.
• Comfort with lean resources - progress comes from influence and prioritization, not empire-building.
• Comfortable with fast-paced communication between several teams.
• Strong experience balancing multiple stakeholder & leadership priorities.

• Within 90 days: Customer retention drivers are mapped, and retention metrics are reliable and trusted across teams.

• Within 6 months: Retention has measurably improved through your discovery efforts and partnership with business and engineering teams.

• Within 12 months: An experimentation program is running with consistent wins in onboarding and adoption, and a durable growth & retention capability is in place.