VP of Subscription, Retention – CX
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Job Description
Owns retention strategies to maximize lifetime value in a fast-growing DTC brand. Focused on reducing churn and enhancing customer engagement for long-term revenue growth.
Responsibilities:
- Own and scale Freebird’s post-purchase experience to maximize subscriber lifetime value.
- Reduce churn and extend subscriber tenure
- Improve reactivation and win-back performance
- Increase lifetime value per subscriber
- Improve cancellation save rate through lifecycle and CX improvements
- Map the full journey from first purchase to long-term subscription
- Identify key churn and disengagement moments
- Improve onboarding, product usage, replenishment, and renewal flows
- Increase engagement leading into renewal moments
- Improve cancellation flows to reduce unnecessary churn
- Increase AOV and orders per subscriber
- Improve cross-sell and upsell performance
- Scale what works and continuously improve systems
- Launch loyalty or membership programs
- Deliver insights that inform product, growth, and merchandising
Requirements:
- Experience leading retention or lifecycle strategy in a DTC subscription business with 300K+ subscribers
- Deep understanding of retention curves, churn drivers, and LTV modeling
- Experience improving save rates, win-back performance, and subscriber tenure
- Strong experimentation mindset across lifecycle and CX
- Experience leading retention and lifecycle teams, with exposure to customer support (CX a plus)
- Ability to connect customer behavior to business outcomes
- You should:
- Think in retention curves, churn moments, and cohort LTV
- Focus on subscriber economics, not just campaigns
- Be equally strong in strategy and execution
- Operate with ownership of the subscriber business
Benefits:
- Remote-first and flexible
- Competitive compensation with performance bonus
- Medical, dental, and vision insurance
- 401(k) with company match
- Unlimited PTO
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