Head of Retention

### Is this you?

• You've owned retention at a subscription business where most revenue came from renewals.
• You want to own a number outright, not support the person who owns it.
• You'd rather be handed something broken and left alone than handed a plan and asked to run it.
• You think in weeks — though some results take two to three months to read. Waiting three meetings for a decision makes you itch.
• If you need everyone to agree before you move, this will frustrate you.

### The problem

We're good at getting people to buy. Someone watches a long video sales letter, buys a multi-bottle offer, and their first renewal comes a few weeks later. We are not good enough at what happens next — too many never take a third shipment.

Closing that gap is worth more than anything else on the marketing roadmap, and right now it belongs to nobody. It would belong to you.

### What you'd own

Six measures, tracked weekly: third shipment taken, churn, take rate, failed renewals recovered, self-serve retention, and net revenue per new subscriber in the first 90 days. Five outright, one you influence.

Underneath them: every message a subscriber gets in their first 90 days, the cancel flow and the offers in it, the subscriber portal, the save rules the phone team follows, and the test roadmap. A two-person team builds what you decide to build.

Most of it you decide and tell the CMO afterward. You don't ask first. A few, like the subscription offer at checkout, you shape with the teams that run them.

### What you'd be good at

• Reporting a number you own in a bad week, without softening it
• Finding the cause that's true rather than the one that's comfortable
• Killing a test you designed, on the date you set before launch
• Checking a figure against a second source before you say it
• Pulling and checking your own numbers rather than waiting on an analyst

We're data-heavy and use AI tools daily, Claude especially. You won't build or send campaigns. Your team does.

One thing we won't ask you to do: trap people. We don't keep subscribers by making cancellation hard.

### You're probably our person if

You've owned first- or second-renewal retention at a subscription business doing $50M+ or carrying 20,000+ subscribers, where most revenue came from renewals rather than new orders. You've run a cancel-and-save program end to end, managed people for three years or more, and would rather have real authority over one number than an opinion on five. Eight-plus years in retention, lifecycle or subscription roles. Supporting the owner doesn't count.

### Pay and terms

$175,000 to $210,000 base depending on experience. 15% target bonus on company EBITDA. Full-time W-2, fully remote, unlimited PTO after 90 days, health and 401(k), six-month probationary period.

### How this goes

A written answer, a short call, an interview on your career job by job, a 30-minute live read of a data table with no prep, a final with leadership, and reference calls. Six steps, none wasted.

If that's the job you've been waiting for someone to hand you, apply.

### Company Values

We are Obsessed With What People Respond To. We are Scrappy. We are Kaizen. We Follow Through. We Give a Damn. We Win and Help Win.