Responsibilities
- Own the end-to-end retention strategy and long-term roadmap
- Design customer lifecycle journeys across email, SMS, web portal, and product interfaces
- Analyze and optimize subscription pricing, billing, and economic models
- Develop predictive models to identify and prevent customer churn
- Improve customer activation and accelerate time-to-first-value
- Lead programs aimed at reducing customer attrition
- Manage all retention-related experimentation and A/B testing
- Build and maintain models and reports for customer lifetime value
- Define audience segments and drive personalized engagement strategies
- Design cross-sell and upsell funnels for new product offerings
- Create and manage lifecycle communication flows including post-purchase, onboarding, renewal, and re-engagement
- Ensure email list quality, segmentation accuracy, and inbox deliverability
- Plan and execute monthly retention campaigns with a structured calendar
- Develop dashboards to track LTV and churn metrics
- Conduct cohort analysis by product SKU, acquisition channel, and customer persona
- Collaborate with data analysts to identify actionable retention insights
- Lead optimization efforts for the Skio subscription platform
- Redesign the subscription cancellation process and retention-saving logic
- Personalize user experience within the customer portal
- Implement pause and skip functionality with predictive triggers
- Partner with customer experience teams to minimize avoidable support inquiries
- Collaborate with brand team on messaging and storytelling for retention
- Work with operations to prevent inventory shortages that lead to churn
- Inform product roadmap using behavioral insights from customer data
Compensation
Competitive salary and equity package
Work Arrangement
Hybrid
Team
Leadership role within the Customer Experience and Growth organization
Responsibilities
- Full retention strategy and roadmap
- Lifecycle architecture across email, SMS, portal, and product
- Subscription economics and optimization
- Predictive churn modeling
- Activation and time-to-value improvements
- Churn reduction initiatives
- All retention experiments and A/B tests
- LTV modeling and reporting
- Customer segmentation and personalization
- Cross-sell and upsell pathways for new SKUs
- Build and manage all lifecycle flows (post-purchase, education, renewal, winback)
- Oversee list health, segmentation, and deliverability
- Develop monthly retention campaigns and calendar
- Create LTV and churn dashboards
- Lead cohort analysis by SKU, acquisition source, and persona
- Partner with analysts to uncover retention opportunities
- Lead Skio optimization
- Redesign cancellation flow and save logic
- Personalize in-portal UX
- Deploy pause/skip features and predictive triggers
- Work with CX to reduce avoidable tickets
- Partner with Brand on retention storytelling
- Work with Ops to avoid stockouts that drive churn
- Guide Product using customer behavior insights
Available
