Retention Manager

Retention & CX – Remote-first

About the role

A strategic and execution-focused role that owns RYZE's subscriber retention programs end-to-end. Reporting directly to the VP of CX & Retention and leading the Retention Analyst, this role is responsible for reducing subscriber churn, building proactive save and win-back programs, and partnering cross-functionally to improve the subscriber lifecycle from onboarding through renewal. This is not a reporting role—it is a program ownership and execution role powered by data.

Responsibilities

• Own RYZE's subscriber retention strategy—program design, execution, and performance measurement against churn and LTV targets
• Build and manage proactive save programs: identify at-risk subscribers before they cancel and execute targeted, personalized interventions
• Design and optimize cancellation flows—deflection offers, pause options, and retention messaging that reduce voluntary churn
• Own win-back program strategy and execution for recently churned subscribers—sequencing, offer structure, and success metrics
• Lead and develop the Retention Analyst—translating data outputs into program priorities and ensuring analytical findings inform every retention decision
• Partner with Marketing on retention-driven campaigns, lifecycle email strategy, and subscription offer design
• Partner with Product on subscription management features, member portal improvements, and cancellation experience optimization
• Build and maintain the subscriber lifecycle framework—mapping key intervention points from trial through long-term retention
• Report retention program performance to the VP on a regular cadence—including program ROI, churn impact, and win-back conversion rates
• Stay current on DTC subscription retention best practices to continuously improve RYZE's approach
• Additional duties as assigned by management

Requirements

• 4+ years of experience in retention marketing, subscriber lifecycle management, or CX retention program management
• Proven track record of building or managing retention programs that measurably reduced churn in a subscription or DTC environment
• Experience designing and owning cancellation flows, save programs, and win-back sequences—including offer testing and conversion optimization
• Experience leading or partnering closely with an analytics function—able to work directly from data to build programs, not just receive reports
• Strong cross-functional collaboration skills with experience working alongside Marketing, Product, and Analytics teams
• Analytical fluency—able to interpret churn data, segment subscriber behavior, and design data-informed interventions independently
• Excellent written communication skills with experience writing or reviewing retention-focused member communications

Preferred

• Background in health, wellness, food/beverage, or consumer subscription brands
• Experience managing a direct report or analyst—comfortable setting analytical direction and translating outputs into program decisions
• Familiarity with subscriber cohort analysis, LTV modeling, and A/B testing in retention contexts
• Experience with Recharge, Klaviyo, Zendesk, or similar subscription and CRM platforms
• Experience building win-back and lapsed subscriber reactivation programs at scale

Benefits

• Competitive base salary
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Remote-first work environment with flexible scheduling