Retention Manager

Role Description

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.

We're looking for a Retention Manager to own our customer lifecycle, grow subscriber LTV, and make sure more pets stay on the routines that help them thrive. This role sits at the intersection of lifecycle marketing, subscriptions, CX, and analytics — and is built for someone who is equal parts strategist, experimenter, and hands-on executor.

You'll report directly to the VP of Lifecycle Management and be the second person on the retention team. That means full ownership, direct access to leadership, and the chance to build the function from the ground up.

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.

Qualifications

• 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.

Benefits

• Direct exposure to leadership, investors, and scaling a portfolio of brands.
• No politics. High-performance, collaborative, and outcome-driven work culture.
• Competitive salary, equity upside, flexible work arrangements, and wellness perks.
• Annual team retreats, learning budgets, and the chance to shape a company on the rise.