Director of Retention

Remedy Meds

16h•$130,000 - $155,000

About The Position

Thirty Madison is now part of Remedy! We are excited to join forces and continue to revolutionize healthcare accessibility! As a Director of Retention focused on Activation & Retention, you will own the full patient journey from signup through long-term care continuity. You'll be the person who ensures a new patient successfully onboards, receives their first medication on time, and stays engaged with their care plan for the long haul. This is a high-ownership, high-impact role with a direct line of sight to company growth.

Requirements

5-7 years of lifecycle, CRM, or retention marketing experience ideally at a D2C, subscription, or consumer healthcare company
Deep fluency in lifecycle metrics: activation rate, Day 7/30/90 retention, churn rate, LTV, reactivation rate
Hands-on experience with a ESP/CRM platform (Iterable, Braze, Klaviyo, or equivalent)
Strong analytical skills with SQL or BI tools (Looker, Mode, Amplitude, etc.) to pull your own data
Proven track record of running A/B and multivariate tests and translating results into roadmap decisions
Excellent cross-functional collaborator with technical and non-technical teams
Clear communicator who can distill complex performance data into executive ready narratives

Nice To Haves

Experience with predictive churn modeling or working alongside a Data Science team
Background in subscription or recurring-revenue business models

Responsibilities

Own end-to-end activation rates defined as a patient successfully completing onboarding, converting to a paid billing cycle, and receiving their first medication shipment on time
Build, monitor and continuously optimize automated onboarding sequences across email, SMS, and in-app channels
Identify and eliminate friction points in the activation funnel through rigorous data analysis and A/B testing
Partner with Product, Clinical Ops, and Fulfillment to resolve cross-functional blockers that impact on-time medication delivery
Own activation KPIs, set baselines, establish benchmarks, and report on performance weekly
Maintain a living dashboard tracking activation cohorts, drop-off points, time-to-activation, and conversion by acquisition channel
Conduct regular funnel audits to surface where patients are stalling and why to quantify the revenue impact of each gap
Run structured experiments (message content, timing, channel mix, sequencing) to improve activation rates incrementally
Develop patient segmentation frameworks to deliver more personalized activation journeys by diagnosis category, plan type, or acquisition source
Present activation findings and recommendations to senior leadership on a regular cadence
Own retention rate as a primary KPI, including early churn prevention, mid-tenure re-engagement, and long-term loyalty
Design and execute multi-channel retention programs (email, SMS, push, direct mail) tailored to patient lifecycle stage
Build churn prediction models in partnership with Data Science to identify at-risk patients before they cancel
Develop win-back campaigns for lapsed patients; measure and optimize reactivation rates
Leverage patient health milestones, refill cadences, and clinical signals to trigger meaningful, timely retention touchpoints
Work closely with Patient Success and Clinical teams to align retention messaging with care quality and outcomes
Own the full retention P&L view: understand LTV, CAC payback, and the financial impact of every retention initiative