Retention Manager
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Job Description
Retention Manager managing subscriber retention programs and reducing churn at RYZE. Executing targeted interventions and collaborating cross-functionally to improve the subscriber lifecycle.
Responsibilities:
- Own RYZE's subscriber retention strategy — program design, execution, and performance measurement against churn and LTV targets
- Build and manage proactive save programs: identify at-risk subscribers before they cancel and execute targeted, personalized interventions
- Design and optimize cancellation flows — deflection offers, pause options, and retention messaging that reduce voluntary churn
- Own win-back program strategy and execution for recently churned subscribers — sequencing, offer structure, and success metrics
- Lead and develop the Retention Analyst — translating data outputs into program priorities and ensuring analytical findings inform every retention decision
- Partner with Marketing on retention-driven campaigns, lifecycle email strategy, and subscription offer design
- Partner with Product on subscription management features, member portal improvements, and cancellation experience optimization
- Build and maintain the subscriber lifecycle framework — mapping key intervention points from trial through long-term retention
- Report retention program performance to the VP on a regular cadence — including program ROI, churn impact, and win-back conversion rates
- Stay current on DTC subscription retention best practices to continuously improve RYZE's approach
- Additional duties as assigned by management.
Requirements:
- 4+ years of experience in retention marketing, subscriber lifecycle management, or CX retention program management
- Proven track record of building or managing retention programs that measurably reduced churn in a subscription or DTC environment
- Experience designing and owning cancellation flows, save programs, and win-back sequences — including offer testing and conversion optimization
- Experience leading or partnering closely with an analytics function — able to work directly from data to build programs, not just receive reports
- Strong cross-functional collaboration skills with experience working alongside Marketing, Product, and Analytics teams
- Analytical fluency — able to interpret churn data, segment subscriber behavior, and design data-informed interventions independently
- Excellent written communication skills with experience writing or reviewing retention-focused member communications.
Benefits:
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and company holidays
- Remote-first work environment with flexible scheduling
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