Head of Retention
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.
What the role involves
When a new brand signs with us, you begin by learning them in depth. You read their reviews, go through cancellation survey responses, speak with their customer service team, and use the product yourself for several weeks. The goal is to understand who the real customer is and why they actually cancel. Most brands assume price is the driver. In our experience it rarely is.
From there, you build the subscriber onboarding program from scratch: the email and SMS sequences a customer moves through in the first weeks of their subscription. You write every line of the copy yourself. This is not a role where you brief a writer and review their drafts. If you have not personally written customer-facing copy in the past two years, this is not the right fit.
You will be running this process across six to eight brands simultaneously, each in a different category. The psychology of a skincare subscriber differs meaningfully from that of a pet food subscriber or a protein subscriber. Part of the job is feeling those differences and adjusting accordingly.
Once a framework is live, you train the team that executes it, review cohort performance, and iterate against real retention data. The cycle repeats for every new brand we onboard.
Details
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.
Who we're looking for
Someone who has done this work inside a DTC subscription brand, or at an agency serving them. Specifically, you should have:
- 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
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
