Director, Lifecycle & Retention

Grow Therapy • New York, NY

1d • $189,000 - $231,000 • Hybrid

About The Position

Grow Therapy is seeking a Director of Lifecycle & Retention to lead the delivery of an excellent customer experience across their multi-sided marketplace. This role will own retention and lifecycle marketing, encompassing both strategy and execution. The Director will develop learning agendas, partner on advanced measurement approaches, and ensure initiatives deliver measurable impact and business growth through excellent customer experiences. The position requires close collaboration with Product, Engineering, Customer Service, Finance, and Creative teams to build aligned strategies, accelerate performance, and deliver the right message to the right customer at the right time. The role also involves overseeing the lifecycle team and leading cross-functional initiatives to enhance engagement, cohort health, and long-term retention. The ideal candidate is a customer-obsessed, analytical leader with expertise in CRM and lifecycle tooling, a track record of driving business growth through insights, and the ability to influence product decisions based on deep customer behavior understanding. They should bring structure to complexity and guide teams toward rigor, clarity, and meaningful performance outcomes.

Requirements

• 10+ years of experience in lifecycle marketing, retention, or CRM, ideally within a consumer marketplace and/or a high-growth performance-driven organization.
• Proven track record of building and scaling lifecycle programs across multiple audiences that drive measurable business outcomes.
• Demonstrated expertise with cohort analysis, LTV and churn modeling, experimentation, attribution frameworks, and lifecycle and CRM platforms.
• Strong analytical capabilities and the ability to translate data into actionable insights and clear recommendations.
• Experience informing product decisions and partnering closely with product and engineering teams to ship against a shared roadmap.
• A genuine obsession with the customer and a habit of grounding every decision in participant behavior and needs.
• A strategic and operational mindset, with the ability to set long-term direction while executing near-term objectives.
• Exceptional communication, collaboration, and stakeholder management skills across technical and non-technical teams.
• A steady, proactive, solutions-oriented approach when navigating ambiguity or competing priorities.
• A relentless focus on measurable impact and driving real, durable business growth.

Responsibilities

• Develop the strategy and roadmap for retention & lifecycle marketing across customer journeys, from onboarding to long-term loyalty.
• Create and manage learning agendas and experiment frameworks to validate performance and inform prioritization.
• Build and own retention measurement and data in partnership with Data and Finance, including cohort analysis, LTV modeling, churn prediction, and attribution mapping.
• Own lifecycle channels and messaging systems (email, push, in-app, SMS, and emerging formats), ensuring timely and relevant communication.
• Lead and develop a world-class lifecycle and retention organization.
• Collaborate deeply with product and engineering teams to inform the roadmap, improve signal quality, and build necessary tracking and infrastructure.
• Partner with Product, Creative, Data, and Finance teams to set shared objectives, align on learning agendas, and drive accountability for measurable business growth.
• Evaluate customer-level and cohort-level insights to guide optimization, product decisions, and resource investment, ultimately driving improved customer outcomes.
• Lead cross-functional reviews, planning cycles, and post-mortems to ensure organizational visibility into results and strategic operation.
• Develop scalable systems, documentation, and workflows that support transparency, efficiency, and improved results.
• Stay current with lifecycle trends, measurement standards, and platform capabilities to identify new opportunities for engagement and efficiency.

Benefits

• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
• Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
• Financial Wellness: 401(k) program and equity opportunities.
• Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
• Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
• Wellness & Development: Annual stipends to put towards personal & professional growth.
• Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
• Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed