Director of Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the strategy and objectives for subscription retention, renewal, and recurring revenue.

• Take ownership of cohort retention, trial-to-paid conversion rates, voluntary and involuntary churn, MRR, and LTV metrics.

• Present monthly retention metrics to leadership, incorporating holdout-based analysis and financial cases.

• Examine cohort, payment, cancellation, support, and interview data to uncover reasons for member attrition.

• Manage the retention product roadmap across web platforms, coaching, and the AI-native application.

• Enhance onboarding, results delivery, subscription management, payment recovery, renewal, upgrades, cancellations, and win-back processes.

• Optimize subscription plans, structure, pricing, offers, and promotions in collaboration with finance and growth teams.

• Draft specifications, prioritize tasks with engineering and design teams, conduct experiments, and evaluate release outcomes.

• Facilitate coordination among engineering, growth, customer support, data, and finance to achieve shared retention goals.

• Provide lifecycle marketing strategies that include goals, segments, and triggers.

• Develop a 12-month retention plan and assess the revenue impact of various initiatives.

• Initially report to the CEO and subsequently to the Head of Product & Customer Experience once appointed.

⛳️ Requirements

• Over 8 years of experience in direct-to-consumer subscription businesses, particularly in product or growth roles.

• Direct accountability for a retention, renewal, or recurring revenue metric.

• Proven track record of effectively influencing retention, churn, or lifetime value, supported by data and methodologies.

• Strong foundation in product management, including writing clear specifications, prioritizing roadmaps, and collaborating with engineering and design on delivery, along with experiment design and analysis.

• Deep understanding of subscription economics, covering cohorts, churn, LTV, payback, pricing, and packaging.

• Proficiency in SQL to create cohort, survival, and payment-failure views using data from the warehouse and Stripe.

• Practical experience with dunning and retries, card updates, cancellation and win-back strategies, pause and downgrade processes, trial design, and lifecycle triggers across email, push notifications, and in-app communications.

• Ability to lead cross-functional teams comprising engineering, design, growth, customer support, data, and finance.

• Experience in running analyses, agents, and automations using AI; must demonstrate previous hands-on projects involving AI during the interview.

• Previous startup experience, particularly in establishing a retention function from the ground up (preferred).

• Experience with a trial-to-paid model where the trial period begins before core value is delivered (preferred).

• Background in healthtech, consumer wellness, genomics, or other regulated consumer categories (preferred).

• Experience combining a physical product with a digital subscription (preferred).

• Familiarity with pricing and packaging strategies (preferred).

• Previous experience with tools such as Stripe, Snowflake, Amplitude, Heap, Blueshift, Braze, Iterable, or Klaviyo (preferred).

• Experience in mobile app engagement and retention strategies (preferred).

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance coverage.

• 401(k) plan with company matching contributions.

• Paid time off for vacation and personal days.

• Paid volunteer time off to support community engagement.

• Fully remote work environment to promote flexibility.

• Equipment provided to facilitate your work from home.

• Reimbursements for internet and cell phone expenses.

• Parental bonding leave for new parents.

• Access to private, confidential clinical-grade whole genome sequencing for you and your immediate family.