Retention Manager

About The RolePets 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 DoDevelop end-to-end retention and lifecycle strategies across email, SMS, and on-site experiences — from first purchase through subscription, churn, and winbackBuild and optimize high-impact flows in Klaviyo: onboarding, education, replenishment, subscription reminders, dunning, winback, review/UGC, and cross-sellDrive subscription retention across our Loop + Shopify stack — running experiments to reduce both voluntary and involuntary churnDesign, test, and iterate cancel-diversion experiences focused on pet outcomes and long-term value — pause offers, plan adjustments, education — not just discountingPartner with CX to build retention-focused scripts, macros, and playbooks so every support conversation protects LTV while doing right by the pet parentOwn retention reporting: cohort retention, LTV, rebill rate, churn rate, and subscription health dashboards — and use data to prioritize what to test nextRun structured A/B tests on offers, messaging, timing, and channel mix; synthesize learnings into clear, repeatable playbooksCollaborate with Acquisition, Product, and CX to improve the full customer journey — from ad promise through to unboxing, education, and long-term engagementUse surveys, reviews, and qualitative feedback to understand why customers stay, downgrade, or cancel — and translate that into lifecycle strategy and product feedbackWhat Success Looks LikeMeasurable lift in 90-day retention across key products and cohortsClear, documented lifecycle architecture — 0–90 day plan, subscription lifecycle map, cancel/winback pathsA consistent testing cadence with a pipeline of experiments, documented results, and roll-outsCX, Marketing, and Ops aligned around a shared view of retention KPIs and driversCancel reasons and dunning issues tracked, understood, and actively worked down over timeWhat We're Looking For3–7+ years in lifecycle, CRM, or retention marketing — ideally in DTC / e-commerce and/or subscriptionSubscription retention experience is essential — you think in rebill rate, LTV, and cancellation rate, not opens and clicksHands-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 segmentationStrong analytical skills: comfortable with cohort reports, funnel and retention dashboards, and translating data into action without a dedicated analystExcellent copy instincts and customer empathy — warm, clear communicator who leads with product outcomes, not just discountsEye for detail — small team means you're your own QA; emails need to go out right the first timeComfortable working cross-functionally with CX, Marketing, Product, Ops, and Finance in a fast-moving environmentNice to HaveExperience in pet, wellness, or CPG — where education and product consistency drive retentionFamiliarity with Shopify, Triple Whale, and survey tools (Fairing, Typeform) for attribution and retention analysisComfort running experiments across pricing, offers, and packaging — bundles, trials, upsells, pause offersExperience working with or within a CX/support team on retention-focused programsWhy Join Us?Growth & Career Development: Direct exposure to leadership, investors, and scaling a portfolio of brandsWork Culture: No politics. High-performance, collaborative, and outcome-drivenCompensation & Benefits: Competitive salary, equity upside, flexible work arrangements, and wellness perksUnique Perks: Annual team retreats, learning budgets, and the chance to shape a company on the rise