Head of Retention

About the role

This is a builder role. Retention is being stood up as its own dedicated function, so you'll be building the strategy, flows, and systems largely from scratch. You work directly with the Founder / CEO and have full ownership of retention strategy and execution.

Responsibilities

• Subscription Retention: Own subscription churn reduction, cancellation flow optimization, and save offers.
• Lifecycle Marketing: Own email and SMS lifecycle campaigns, including welcome series, post-purchase, replenishment, and win-back flows.
• LTV & Cohort Analysis: Analyze lifetime value, repeat purchase rate, and cohort retention trends to identify what's driving or hurting retention.
• Win-Back & Reactivation: Build and run win-back campaigns for lapsed and canceled customers.
• Loyalty & Rewards: Evaluate and potentially launch a loyalty or rewards program.
• Segmentation & Personalization: Build customer segments and personalized lifecycle journeys based on purchase behavior.
• Cross-Functional Coordination: Partner with the Creative team on retention-focused content, and with Customer Service leadership on churn signals surfaced through support tickets.
• Reporting: Report on retention KPIs, including churn rate, LTV, and repeat purchase rate, to leadership.

Qualifications

• Required: Experience owning retention or lifecycle marketing at a DTC subscription brand.
• Deep, hands-on experience with Klaviyo or a similar lifecycle marketing platform.
• Strong understanding of subscription mechanics, including churn, save flows, and failed-payment recovery.
• Analytical, data-driven approach to LTV and cohort analysis.
• Track record of measurably improving retention or reducing churn.
• Preferred: Experience in the supplement, wellness, or subscription health category.
• Experience with loyalty program platforms.
• Familiarity with SMS marketing platforms such as Postscript or Attentive.

Who This Role Is Not For

• This is not for people who only think in terms of acquisition.
• This is not for people who need mature systems and settled processes already in place.
• This is not for people uncomfortable owning KPIs directly and being accountable for them.
• This is not for people who are resistant to direct, frequent feedback or unwilling to work closely with AI tools and offshore virtual assistants.

Work Environment

• Fully remote position with flexible working hours.
• Direct access to and regular collaboration with the Founder / CEO.
• Fast-paced, high-ownership environment with minimal approval layers between decision and execution.
• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.
• Accountability: Team members own their decisions, mistakes, and outcomes.
• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Hiring Process

• Application review.
• Interview with recruiter.
• Interview with Founder / CEO.
• Study: a scoped retention strategy case study.