About Uphold
Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking, and investments. Offering Consumer Services, Business Services, and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.To learn more about Uphold, please visit https://uphold.com.The opportunity: We are seeking a talented and data-driven Director of Retention to help lead Uphold’s customer engagement strategy.
Reporting to the Head of CRM, this highly impactful role will focus on developing and optimizing campaigns that drive customer retention, increase transaction frequency, and enhance overall customer lifetime value (LTV). The Director of Retention will work cross-functionally across Product, Marketing, Data Science, Revenue, Operations, and Customer Support to design scalable, data-informed programs that deepen engagement across Uphold’s diverse consumer segments. This is a hybrid role based in London or New York, with an expectation of in-office presence weekly.Key Responsibilities:
- Support the growth of Uphold’s monthly transacting customers and drive sustained customer activity.
- Increase transaction volume and frequency among existing users.
- Improve customer lifetime value (LTV) through targeted retention efforts.
- Reduce churn and customer dormancy rates.
- Develop and execute strategies to engage, retain, and reactivate customers, leading end-to-end execution of campaigns
- Cross-Functional Collaboration with Consumer, Marketing, Data, Product, Compliance, CS, and Engineering teams to develop, launch, and scale impactful campaigns.
- Translate customer data, behavioral trends, and cohort performance into actionable programs.
- Deliver reporting and insights on customer retention, engagement, and LTV to senior leadership.
- Implement a structured, data-driven approach to customer retention through testing, optimization, and automation aligned with lifecycle stages and segment value.
Required qualifications:
- 7+ years of experience in retention, customer lifecycle marketing, growth, or revenue operations, ideally in B2C fintech, crypto, trading platforms, or scaled consumer tech.
- Demonstrated success designing and executing lifecycle programs that improve retention and engagement.
- Strong analytical mindset with experience in cohort analysis, segmentation, and experimentation.
- Skilled at collaborating and managing projects cross-functionally in dynamic environments.
- Experience working with CRM platforms and marketing automation tools.
- Experience contributing to or managing a small team is a plus.
- Highly organized and detail-oriented, with the ability to adapt to fast-paced environments.
- Empathy for users and a passion for building engaging, value-driven experiences.
Bonus if you have:
- Prior experience in crypto, multi-asset finance, fintech or finance-related industries.
- Personal and professional experience in blockchain and crypto is a plus.
- Strong data analysis skills, including SQL.
- Hands-on experience with Customer.io.
- HTML/CSS knowledge.
What we have to offer you:
- An amazing work environment in a company that continues to grow, driven by extraordinary and passionate people that keep up innovating and challenging more each day.
- An international team, in a cutting edge field, working on the most fascinating projects.
- Growth and career opportunities, and the chance to be proactive and creative.
- A flexible and enthusiastic work environment that offers you snacks, a lot of coffee and other great benefits.
- Open and transparent culture - we get together on a weekly basis to share updates, strategic plans, and engage with each other informally over food and drinks.
- Interesting events that keep you connected with the team and celebrate our success.
Benefits:
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Salary: $150,000 DOEJoin us to grow, innovate, and contribute meaningfully. Be part of our talented team!Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.EEOC EmployerUphold is an Equal Opportunity Employer that does not discriminate on the basis of race, color,religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation,marital status, disability, or any other protected class.
