Retention Manager

About the Role

Pets Are Kids Too is a pet longevity brand on a mission to help pet parents keep their furry family members feeling their best, every single day. We're scaling fast — and retention is the single biggest lever between where we are and where we're going.

What You'll Do

- Develop end-to-end retention and lifecycle strategies across email, SMS, and on-site experiences — from first purchase through subscription, churn, and winback - Build and optimize high-impact flows in Klaviyo: onboarding, education, replenishment, subscription reminders, dunning, winback, review/UGC, and cross-sell - Drive subscription retention across our Loop + Shopify stack — running experiments to reduce both voluntary and involuntary churn - Design, test, and iterate cancel-diversion experiences focused on pet outcomes and long-term value — pause offers, plan adjustments, education — not just discounting - Partner with CX to build retention-focused scripts, macros, and playbooks so every support conversation protects LTV while doing right by the pet parent - Own retention reporting: cohort retention, LTV, rebill rate, churn rate, and subscription health dashboards — and use data to prioritize what to test next - Run structured A/B tests on offers, messaging, timing, and channel mix; synthesize learnings into clear, repeatable playbooks - Collaborate with Acquisition, Product, and CX to improve the full customer journey — from ad promise through to unboxing, education, and long-term engagement - Use surveys, reviews, and qualitative feedback to understand why customers stay, downgrade, or cancel — and translate that into lifecycle strategy and product feedback

What Success Looks Like

- Measurable lift in 90-day retention across key products and cohorts - Clear, documented lifecycle architecture — 0–90 day plan, subscription lifecycle map, cancel/winback paths - A consistent testing cadence with a pipeline of experiments, documented results, and roll-outs - CX, Marketing, and Ops aligned around a shared view of retention KPIs and drivers - Cancel reasons and dunning issues tracked, understood, and actively worked down over time

What We're Looking For

- 3–7+ years in lifecycle, CRM, or retention marketing — ideally in DTC / e-commerce and/or subscription - Subscription retention experience is essential — you think in rebill rate, LTV, and cancellation rate, not opens and clicks - Hands-on with email/SMS lifecycle platforms (Klaviyo, Iterable, or Braze) and subscription tools (Loop, Recharge, or similar) - Proven track record improving retention metrics — LTV, churn, rebill rate, repeat purchase rate — through structured testing and segmentation - Strong analytical skills: comfortable with cohort reports, funnel and retention dashboards, and translating data into action without a dedicated analyst - Excellent copy instincts and customer empathy — warm, clear communicator who leads with product outcomes, not just discounts - Eye for detail — small team means you're your own QA; emails need to go out right the first time - Comfortable working cross-functionally with CX, Marketing, Product, Ops, and Finance in a fast-moving environment

Nice to Have

- Experience in pet, wellness, or CPG — where education and product consistency drive retention - Familiarity with Shopify, Triple Whale, and survey tools (Fairing, Typeform) for attribution and retention analysis - Comfort running experiments across pricing, offers, and packaging — bundles, trials, upsells, pause offers - Experience working with or within a CX/support team on retention-focused programs