Head of Retention & Lifecycle

Paired

12h•Remote

About The Position

We run a retention agency (Email and SMS) that works with the fastest growing DTC subscription brands. Our clients sell physical product on a recurring basis: supplements, skincare, pet food, protein, coffee, and similar categories. Our job is to keep their subscribers subscribed longer, and we're hiring someone to lead that work across our portfolio. When a new brand signs with us, you begin by learning them in depth. You read their reviews, go through cancellation survey responses, speak with their customer service team, and use the product yourself for several weeks. The goal is to understand who the real customer is and why they actually cancel. Most brands assume price is the driver. In our experience it rarely is. From there, you build the subscriber onboarding program from scratch: the email and SMS sequences a customer moves through in the first weeks of their subscription. You write every line of the copy yourself. This is not a role where you brief a writer and review their drafts. If you have not personally written customer-facing copy in the past two years, this is not the right fit. You will be running this process across six to eight brands simultaneously, each in a different category. The psychology of a skincare subscriber differs meaningfully from that of a pet food subscriber or a protein subscriber. Part of the job is feeling those differences and adjusting accordingly. Once a framework is live, you train the team that executes it, review cohort performance, and iterate against real retention data. The cycle repeats for every new brand we onboard.

Requirements

Experience working within a DTC subscription brand or an agency serving them.
Hands-on experience with Klaviyo.
Hands-on experience with a subscription platform such as Recharge, Skio, or Ordergroove.
A track record of improving churn, LTV, or save rate metrics, with the ability to describe this in detail.
Direct ownership of copy for onboarding, winback, cancel, or pause flows.
Must have personally written customer-facing copy in the past two years.

Responsibilities

Learn new brands in depth by reading reviews, analyzing cancellation survey responses, speaking with customer service teams, and using the product.
Understand the target customer and reasons for cancellation, going beyond the assumption that price is the primary driver.
Build subscriber onboarding programs from scratch, including email and SMS sequences for the initial weeks of a subscription.
Write all customer-facing copy personally.
Manage the retention process across six to eight brands simultaneously, adapting strategies for different product categories and customer psychologies.
Train the execution team on established frameworks.
Review cohort performance and iterate based on retention data.
Repeat the onboarding and optimization cycle for new brands.