Retention Manager

RYZE

8d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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.