Head of Retention

About the role

As the Head of Retention at Polymarket, you will be responsible for establishing and leading a retention organization aimed at enhancing user engagement and long-term trader retention. This role involves setting key performance indicators and reporting directly to the CEO and executive team, making it critical for the company's growth strategy.

You will collaborate across departments to align retention efforts with market events and user acquisition strategies. Your role will also include managing budgets and compliance in a regulated industry, ensuring that retention efforts are effective and adhere to legal standards.

Who this role suits

• A leader with over 10 years of experience in retention, lifecycle, or CRM, including at least 5 years in management roles.
• Someone who has successfully built or scaled retention strategies in high-churn consumer industries.
• An analytical thinker capable of presenting complex data and influencing executive decisions.
• A candidate with a genuine interest in markets, sports, politics, or crypto.

From the employer

• Build the retention organization from an early-stage team into a full function, including lifecycle, CRM operations, analytics, and incentives, and make the calls on when to hire, what to build in-house, and what to bring in from partners.
• Own active-trader retention at 30, 90, and 180 days and LTV growth as company-level KPIs, and report cohort performance, churn signals, and incentive ROI directly to the CEO and exec team.
• Set and defend the retention incentive budget with Finance, using incrementality data to make the hard calls on when spend is and is not worth it.
• Align Markets, Growth, Product, and Brand around a single coordinated plan for major event moments, including elections, playoffs, and crypto events, so acquisition and retention move together.
• Negotiate roadmap commitments from Engineering and Data for the triggers, tooling, and data infrastructure the retention team needs to operate, including Braze, Customer.io, and Amplitude.
• Own messaging rules across the company, including frequency caps and channel priority, to resolve competing demands for user attention and protect the trader experience.
• Work with Legal and Compliance as a peer to set retention guardrails covering CFTC rules, state eligibility, and contact permissions, so the team can move fast inside clear limits.

• 10 or more years in retention, lifecycle, or CRM, with at least 5 years leading teams and direct experience managing managers.
• A track record of building or scaling a retention org at a high-churn consumer business, in sports betting, fintech, streaming, or a comparable category.
• Experience owning an incentive or retention budget with full ROI accountability, including presenting incrementality results to Finance and executive leadership.
• Strong analytical judgment: you can challenge a model, design or read an incrementality test, and explain the results clearly to people who are not specialists.
• Experience presenting to and influencing a C-suite on retention strategy, not just reporting metrics.
• Experience leading in a regulated industry, with working knowledge of compliance constraints on user communications and promotions.
• Genuine interest in markets, sports, politics, or crypto, because the product is event-driven and the team needs to care about what traders care about.
• (Plus) Direct background in sports betting or prediction markets, with familiarity with how bettors churn and what actually brings them back.
• (Plus) Experience operating in a CFTC-regulated or similarly regulated environment.

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories