Senior Retention Manager

WHAT YOU'LL OWN

You'll take primary ownership of three core pillars of our Q3 retention roadmap:

• Onboarding: Finalizing and scaling onboarding initiatives that shape the first 30-60 days of the subscriber journey, including personalized content, dosing and usage education, and flexible product/plan options that reduce early churn.
• Retention: Building and improving the programs that keep subscribers engaged and reduce churn from month 2 onward, including loyalty and rewards, cross-selling, plan upgrades, dunning flows, and cancel flow optimization.
• Conversion: Nurture our CRM leads into new subscribers, working cross-functionally with growth teams. Manage our email agency to brief, optimize and send campaigns and flows, in order to drive new subscribers from leads.

You'll also work cross-functionally with product, brand, and CX as initiatives require.

• You've worked in D2C ecommerce, ideally in wellness, health, or a subscription business, and you understand the mechanics of a subscriber lifecycle.
• You default to structured thinking, you're comfortable in data, and you use evidence, not just instinct, to make the case for an idea.
• You use AI tools daily to accelerate your work and impact on the business.
• You can write or brief comms that sound like a real person and convert, and you know when to loop in a copywriter versus write it yourself.
• You’re detail-oriented and make sure things get done the right way.
• You don't wait for a solution to come to you. You take an ambiguous problem, figure out the path, and get it shipped.
• You've project-managed cross-functional initiatives and know how to build alignment without a lot of formal authority.
• You want ownership, you want to build something, and you're energized by a startup pace rather than drained by it.
• Experience with Klaviyo, Skio, Superfiliate, Northbeam, or similar retention/lifecycle tooling.
• Familiarity with subscription mechanics: dunning, involuntary churn, cancel flow design, win-back economics.
• Experience running or reading A/B tests.

WHAT SUCCESS LOOKS LIKE

Within your first two quarters, you've taken full ownership of the onboarding and retention pillars, scaled multiple successful initiatives to 100%, and moved key metrics (repurchase rate, churn, recovery rate) in a measurable, attributable way, without needing your manager to drive the day-to-day.