Senior Retention Manager

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

📋 Description

• You will be the main driver behind three essential components of our Q3 retention strategy:

• Onboarding: Completing and expanding onboarding efforts that define the initial 30-60 days of the subscriber experience, which includes tailored content, education on dosing and usage, and adaptable product/plan options to mitigate early churn.

• Retention: Developing and enhancing the programs that maintain subscriber engagement and minimize churn starting from month 2, such as loyalty and rewards initiatives, cross-selling opportunities, plan upgrades, dunning processes, and optimizing cancellation flows.

• Conversion: Cultivating our CRM leads into subscribers by collaborating with growth teams. Oversee our email agency to brief, refine, and deploy campaigns and workflows to convert leads into new subscribers.

• Run the roadmap: Drive initiatives from concept to execution: identify the problem, formulate the plan, secure stakeholder buy-in, and propel execution without needing direction on subsequent steps.

• Brief and build: Create communication briefs and independently develop/execute lifecycle campaigns in Klaviyo (email and SMS), ranging from founder notes to win-back sequences and onboarding flows.

• Analyze: Explore subscriber, cohort, and churn data to uncover insights behind the metrics, quantify opportunities, and validate effective strategies.

• Leverage AI: Utilize AI tools to expedite research, analysis, drafting, and quality assurance, enhancing overall team efficiency.

• Test rigorously: Design and interpret A/B tests accurately, translating results into actionable recommendations and next steps.

• Project manage: Navigate within a fast-paced startup environment, align the right stakeholders, and ensure initiatives progress even amid shifting priorities.

• Own outcomes: Monitor key metrics (repurchase rate, churn, LTV, recovery rate) and provide clear reports on progress and impact.

⛳️ Requirements

• You have experience in D2C ecommerce, particularly within wellness, health, or subscription-based businesses, and possess a solid understanding of subscriber lifecycle mechanics.

• You employ structured thinking, are comfortable working with data, and rely on evidence rather than just intuition to advocate for ideas.

• You regularly use AI tools to enhance your productivity and influence on the business.

• You are capable of writing or briefing communications that resonate authentically and convert effectively, and you know when to involve a copywriter versus handle it yourself.

• You pay close attention to detail and ensure tasks are completed accurately.

• You proactively address challenges, turning ambiguous problems into actionable paths and delivering solutions.

• You have experience managing cross-functional projects and can foster alignment without extensive formal authority.

• You seek ownership, are motivated to create something impactful, and thrive in a startup environment rather than feeling overwhelmed by it.

🏝️ Benefits

• Health, Vision, and Dental Insurance

• 401K Match

• Flexible Wellness Credits

• Helpr Support for Families