Head of Retention & Lifecycle

Role Description

We run a retention agency (Email and SMS) that works with the fastest growing DTC subscription brands. Our clients sell physical product on a recurring basis: supplements, skincare, pet food, protein, coffee, and similar categories. Our job is to keep their subscribers subscribed longer, and we're hiring someone to lead that work across our portfolio.

• Learn each new brand in depth by reading reviews, going through cancellation survey responses, speaking with their customer service team, and using the product for several weeks.
• Understand the real customer and the reasons for cancellation, beyond just price.
• Build the subscriber onboarding program from scratch, including email and SMS sequences for new customers.
• Write every line of the copy yourself; this role does not involve briefing a writer.
• Manage the onboarding process across six to eight brands simultaneously, each in a different category.
• Adjust strategies based on the psychology of different subscriber types (e.g., skincare vs. pet food).
• Train the team executing the framework, review cohort performance, and iterate based on retention data.

Qualifications

• Hands-on experience with Klaviyo and a subscription platform such as Recharge, Skio, or Ordergroove.
• A track record of moving a churn, LTV, or save rate metric you can describe in detail.
• Direct ownership of copy for onboarding, winback, cancel, or pause flows.

Requirements

• Compensation is $90,000 to $130,000 USD, full-time and fully remote.
• Candidates must be based in Canada or the United States with meaningful working-hour overlap with North American time zones.

Benefits

• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home