Retention Manager

Company The Retention Manager owns RYZE's subscriber retention program end to end, starting with the data — building and maintaining cohort, churn, and LTV reporting to uncover where and why subscribers leave, then turning those insights into measurable save, cancellation, and win-back programs. Reporting to the VP of CX & Retention and leading the Retention Analyst, this person works hands-on in the data itself, not from summaries handed off by others. This is a hybrid data-and-execution role, not a pure lifecycle marketing or reporting position.

Role & Responsibilities What You’ll Do

• Own subscriber retention analytics: build and maintain cohort retention reporting (rebill rates, skip/pause rebill behavior, LTV by cohort, churn drivers) and translate patterns directly into program priorities
• Conduct root-cause churn analysis across structured and free-text cancellation data to identify segment-level drivers and quantify their impact on churn and revenue
• Build and maintain the subscriber journey map, identifying key intervention points from trial through long-term retention and anchoring each to where the data shows subscribers actually churn
• Design, test, and optimize proactive save programs: identify at-risk subscribers before they cancel and execute targeted, personalized interventions
• Design and optimize cancellation flows, including deflection offers, pause options, and retention messaging, to reduce voluntary churn
• Own win-back strategy and execution for recently churned subscribers, including sequencing, offer structure, and rigorous testing of what actually converts
• Lead and develop the Retention Analyst, setting analytical priorities and ensuring findings translate into specific, testable program decisions
• Partner with Marketing, Product, and Analytics on retention-driven campaigns, subscription management features, and cancellation experience improvements
• Report retention program performance to the VP on a regular cadence, including cohort trends, program ROI, churn impact, and win-back conversion rates
• Run structured A/B tests to validate retention interventions before scaling them
• Stay current on DTC subscription retention benchmarks and analytics practices to continuously improve RYZE's approach
• Additional duties as assigned by management.

What We Offer What We’re Looking For Required

• 4+ years of experience in retention analytics, subscriber lifecycle management, or CX retention program management within a DTC subscription or physical-product recurring-revenue business
• A demonstrated, quantifiable track record of reducing churn or improving retention and LTV in a subscription business, with the ability to speak specifically to the metrics moved and how
• Hands-on proficiency in cohort analysis, LTV modeling, and subscriber segmentation using SQL and/or BI tools (e.g., Sigma, Looker, Amplitude); this is a skill the person applies directly, not one delegated entirely to a direct report
• Experience building or maintaining subscriber or customer journey maps and using them to identify intervention points
• 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, working directly from data to build programs rather than only receiving reports
• Strong cross-functional collaboration skills with Marketing, Product, and Analytics teams
• Excellent written communication skills, with experience writing or reviewing retention-focused member communications

Preferred

• Background in health, wellness, food/beverage, or other physical-goods subscription brands (as distinct from SaaS retention)
• Experience managing a direct report or analyst, including setting analytical direction and translating outputs into program decisions
• Familiarity with churn prediction or other predictive modeling approaches applied to subscriber behavior
• Experience with Recharge, Klaviyo, Zendesk, Sigma, or similar subscription and CRM/analytics platforms
• Experience building win-back and lapsed subscriber reactivation programs at scale

What We Offer

• Competitive base salary commensurate with experience
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Remote-first work environment with flexible scheduling