Head of Retention

Paired

4d

About The Position

We're a retention company. We work with DTC subscription brands to keep their customers subscribed longer. Our methods are unconventional, our results speak for themselves, and we're growing fast.
The Role
You will own the subscriber onboarding strategy for every brand we work with. When a new brand comes on, you research them, understand their customer, and build the complete onboarding framework from scratch. Then you train the team that executes it and iterate based on real data.
This is equal parts consumer psychology, copywriting, and strategy. You need to understand why people cancel subscriptions at a deep level — and then build the conversations that prevent it.

Requirements

• Experience in retention, CX, lifecycle, or sales at a DTC subscription brand
• Deep understanding of consumer psychology — not buzzwords, the actual mechanics of why people stay or leave
• Ability to write copy that sounds like a real human, not a brand
• Obsessive attention to detail and nuance
• Can take a brand you've never heard of and understand their customer within a week
• Thinks in systems and frameworks, not one-off deliverables
• Understanding of subscription economics — LTV, churn curves, cohort analysis

Responsibilities

• Research new brands deeply before building anything — understand the product, the customer, why people buy, why people churn, and what the competitive landscape looks like
• Build complete subscriber onboarding frameworks for each brand, tailored to their specific product category and customer psychology
• Write all conversation copy — word for word, not bullet points or outlines
• Design the psychological architecture — decide which retention levers to pull and where they land in the customer experience
• Adapt frameworks across verticals — supplements, skincare, food/bev, pet, fitness, wellness. Each category has different customer psychology and you need to nail every one
• Train team members on how to execute each brand's framework
• Analyze real customer data to find weak points and iterate

What This Job Offers

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