Senior Lifecycle & Subscription Retention Manager

We’re helping our client find a highly operational DTC Subscription Retention Manager to own customer retention, lifecycle marketing, subscription operations, and CRM performance. This is a hands-on role focused on reducing churn, increasing customer lifetime value, improving subscription retention, and optimizing the customer journey across email, SMS, and subscription systems.

The ideal candidate has deep experience within Shopify-based subscription businesses and has personally managed lifecycle campaigns, retention systems, winback programs, failed payment recovery, customer segmentation, and retention analytics. This is not a strategy-only position; we’re looking for someone who enjoys building, testing, optimizing, and owning retention performance on a daily basis.

Candidates should come from retention-focused DTC brands, particularly in health, wellness, supplements, memberships, or subscription-based consumer products.

• Experience working for a DTC subscription-based brand
• Strong hands-on experience with Shopify
• Owned retention and lifecycle marketing efforts end-to-end
• Built and managed email and SMS automations (Klaviyo or similar)
• Experience with subscription platforms such as Recharge or Skio
• Direct ownership of retention metrics including:
• Churn reduction
• Customer retention
• LTV improvement
• Winback performance
• Experience managing:
• Failed payment recovery (dunning)
• Winback campaigns
• Save offers
• Comfortable analyzing:
• Cohorts
• Customer journeys
• Retention KPIs
• Highly operational and execution-focused (not strategy-only)

• Health & wellness DTC experience
• App subscription experience
• Membership/community products
• AI engagement systems
• Webinar/customer education systems
• Recharge or Skio experience
• Subscription analytics experience
• Retention offer engineering
• Dunning/payment recovery systems

• Shopify
• Klaviyo
• Zendesk
• Gorgias
• Recharge
• Skio
• CRM/Lifecycle systems
• Subscription analytics tools