Retention Manager

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

📋 Description

• Take charge of subscriber retention analytics, encompassing cohort retention reporting, rebill behavior, lifetime value (LTV) by cohort, and factors contributing to churn.

• Conduct in-depth root-cause analyses of churn utilizing both structured and free-text cancellation data.

• Create and maintain a subscriber journey map, pinpointing data-driven intervention opportunities.

• Design, test, and enhance proactive retention programs aimed at subscribers at risk of churning.

• Develop and refine cancellation processes, including deflection offers, pause options, and retention messaging strategies.

• Manage the strategy and implementation for re-engaging recently churned subscribers.

• Lead and mentor the Retention Analyst.

• Collaborate with Marketing, Product, and Analytics teams on retention-focused campaigns and improvements to the subscription experience.

• Present retention program performance metrics to the VP, highlighting cohort trends, ROI, churn impacts, and win-back conversion rates.

• Execute structured A/B testing prior to scaling retention initiatives.

• Stay updated on direct-to-consumer (DTC) subscription retention benchmarks and analytics methodologies.

• Perform additional responsibilities as assigned by management.

⛳️ Requirements

• A minimum of 4 years of experience in retention analytics, subscriber lifecycle management, or customer experience retention program management within a DTC subscription or recurring revenue business model.

• Proven, measurable success in reducing churn or enhancing retention and LTV in a subscription environment.

• Proficient in cohort analysis, LTV modeling, and subscriber segmentation using SQL and/or business intelligence tools (e.g., Sigma, Looker, Amplitude).

• Experience in developing or managing subscriber or customer journey maps and utilizing them to identify key intervention points.

• Skilled in designing and managing cancellation flows, save programs, and win-back sequences, including testing offers and optimizing conversions.

• Experience leading or closely collaborating with an analytics function, leveraging data to develop impactful programs.

• Strong ability to collaborate cross-functionally with Marketing, Product, and Analytics teams.

• Exceptional written communication skills, with experience in crafting or reviewing retention-focused communications for members.

• Preferred: Background in health, wellness, food/beverage, or other physical goods subscription brands.

• Preferred: Experience in managing a direct report or analyst.

• Preferred: Familiarity with churn prediction modeling or similar predictive analytics approaches.

• Preferred: Experience with tools such as Recharge, Klaviyo, Zendesk, Sigma, or other subscription and CRM/analytics platforms.

• Preferred: Experience in developing win-back and lapsed subscriber reactivation programs on a large scale.

🏝️ Benefits

• Competitive base salary that reflects experience.

• Comprehensive health, dental, and vision insurance coverage.

• 401(k) plan with company matching contributions.

• Paid time off and company holidays.

• Remote-first work environment with flexible scheduling options.