Senior Manager, Retention – Lifecycle

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

📋 Description

• Take ownership of the customer experience from the initial order through repeat purchases, subscription, churn, and winback strategies.

• Establish and advocate for the retention roadmap while executing a continuous testing strategy across various flows, offers, creative assets, and timing.

• Develop and present a retention dashboard that tracks metrics such as churn, repeat rate, cohort retention, LTV, and subscription duration.

• Collaborate with Customer Experience, paid media, and brand teams to ensure alignment on lifecycle strategy and messaging.

• Transform new product launches into opportunities for repeat purchases through cross-selling, trial-to-routine transitions, and subscription add-ons.

• Manage email and SMS strategies, including segmentation, deliverability, creative briefings, testing, and reporting.

• Oversee the development of lifecycle flows, including onboarding, educational content, cross-selling, replenishment strategies, churn prevention, and winback initiatives.

• Segment audiences based on product use, behavior, and acquisition channels; manage revenue per recipient, CTR, CVR, opt-in growth, and list health.

• Monitor subscription performance metrics within Stay AI, including MRR, active subscribers, churn rates, cohort LTV, and tenure.

• Control the cancellation process and work to minimize involuntary churn through dunning and payment recovery efforts.

• Enhance the customer portal in collaboration with CRO and development partners.

• Manage the loyalty program, including its mechanics, rewards, margin calculations, and its impact on repeat purchase rates and LTV.

• Supervise referral and ambassador programs, encompassing refer-a-friend initiatives and subscriber-exclusive benefits.

• Report directly to the Director of Growth.

⛳️ Requirements

• Applicants must be at least 21 years old at the time of application.

• A minimum of 4 years of experience in direct-to-consumer lifecycle marketing, specifically owning email and SMS initiatives.

• Proven experience in managing retention strategies for subscription or replenishment businesses, including identifying churn factors and implementing effective interventions.

• Strong analytical skills to conduct cohort analyses, extract data, and differentiate significant results from irrelevant data.

• Capability to create actionable creative briefs.

• Demonstrated history of ownership, decision-making, and execution.

• Experience managing a subscription or replenishment business, focusing on churn drivers, cohort tenure, and interventions.

• Proven ability to design and launch at least one lifecycle program from inception.

• Practical experience in performing cohort/retention analysis using Excel, SQL, or a BI tool without dependence on a data team.

• Familiarity with subscription platforms such as Stay AI, Recharge, or Skio.

• Ability to draft a compelling creative brief and ensure accountability from agencies.

• Established ability to influence growth, customer experience, brand, and tech partners without direct authority.

• Candidates must reside in the United States.

• Preferred qualifications include experience in loyalty/rewards programs, regulated product categories, TCPA/10DLC compliance, email deliverability, frequent product launch experience, familiarity with AI tools, and CRO/site-testing expertise.

🏝️ Benefits

• Competitive salary ranging from $125,000 to $135,000 per year, with the potential for a discretionary performance bonus.

• Unlimited Paid Time Off.

• Paid sick leave in accordance with state and local regulations.

• Healthcare coverage with up to a 90% company contribution for employees and 25% for dependents.

• Optional vision, dental, and accidental insurance plans.

• 401(k) plan with up to a 4% company match.

• Complimentary financial coaching services.

• Support for student loan matching.

• Access to 529 education savings accounts.

• 12 weeks of paid Equal Parental Leave.

• $500 in Baby Bonding Bucks.

• A sustainable baby gift.

• Dedicated parental leave support, including a tailored dashboard, full pay transparency, and a specialist to manage all logistical aspects.

• Discounts and perks on products and soft goods.

• Flexible working hours.

• A culture of trust with no micromanagement.

• Each new hire receives a copy of "Let My People Go Surfing" on their first day.