Director, Consumer Lifecycle

About the Role

You will own the consumer lifecycle end-to-end: from the moment someone installs the WISEcode app through activation, engagement, subscription conversion, retention, and support. Marketing and service are one motion in this role, not two departments. You will work daily with our consumer product lead, our CMO, and the EVP of Customer Success, with real authority to build and evolve our consumer lifecycle via the app. This is a fully hands-on role, not a management role, executing daily on activities that drive success.

We are building a consumer lifecycle business at scale, including:

• AI-native, agent-assisted support that solves consumer issues before they escalate.
• Lifecycle journeys that personalize themselves and adjust as our offerings grow from UPF identification and scanning to coaching, food recommendation, and delivery.
• A knowledge base for consumers that improves as it is used.
• Reporting that dynamically surfaces opportunities for improvement and growth.
• Close partnership with Marketing and Consumer Product teams on business improvement, product development roadmap, and proactive messaging to drive retention and growth.

Responsibilities

• Onboarding and activation flows that get a new user to their first moment of value fast and measurably.
• Lifecycle messaging across email, push, and in-app: welcome, engagement/habit-building, win-back, and the free-to-Premium conversion motion for WISEcoach and other offerings.
• Consumer support, built AI-first: deflection, escalation paths, SLAs, and voice-of-customer loops back into product.
• Retention, engagement, and re-engagement: cohort analysis, churn signals, and the programs that move them.
• The consumer health dashboard: one view of acquisition handoff, activation, engagement, conversion, retention, and support health.
• Systems that scale: select, build, and connect tooling, with AI agents as first-class workers in every process.

What Success Looks Like

• Meet and exceed key metrics from activation through Daily/Weekly/Monthly Active User goals in the app, D1/D7/D30 retention, LTV, ARPU, churn/winback rates, and strong AppStore and Google Play reviews.
• Strong integrated partnership with consumer marketing and product that drives app improvements and increasing engagement.
• Lifecycle journeys live across the full funnel, with activation and retention baselines set and improving quarter over quarter.
• Support scales with users, not headcount. Resolution and satisfaction both trend up.
• A working free-to-Premium conversion engine with strong unit economics behind it.
• Weekly consumer reporting the executive team uses to make decisions.

Requirements

• Five or more years in consumer B2C lifecycle, growth, CRM, or consumer success, with direct ownership of activation, retention, or conversion metrics at meaningful scale.
• Experience building AI-native operations and AI tools, including agents, automations, and workflows in production driving customer retention and satisfaction.
• Hands-on fluency with lifecycle and analytics tooling (AppsFlyer, Braze, Iterable, OneSignal, Mixpanel, Amplitude, or equivalents).
• Strong past experience with consumers in a customer success, support, or equivalent role. Bonus for business and government experience.
• Comfort with speed and ambiguity in a fast-paced, multi-opportunistic environment.

Bonus: health, nutrition, wellness, or subscription consumer app experience.

How We Work

We are a fast-paced, AI-first organization built to scale. Decisions are fast, titles matter less than outcomes, and the founder is deep in the details. Company culture of ownership—you run your area like you own it, because you will.

Benefits

• Competitive base, bonus, and meaningful equity.
• Fully remote position, with occasional travel for in-person meetings.