Head of Retention

Is this you?

• You've owned retention at a subscription business where most revenue came from renewals.
• You want to own a number outright, not support the person who owns it.
• You'd rather be handed something broken and left alone than handed a plan and asked to run it.
• You think in weeks - though some results take two to three months to read. Waiting three meetings for a decision makes you itch.
• If you need everyone to agree before you move, this will frustrate you.

The problem

We're good at getting people to buy. Someone watches a long video sales letter, buys a multi-bottle offer, and their first renewal comes a few weeks later. We are not good enough at what happens next - too many never take a third shipment.

Closing that gap is worth more than anything else on the marketing roadmap, and right now it belongs to nobody. It would belong to you.
What you'd own

Six measures, tracked weekly: third shipment taken, churn, take rate, failed renewals recovered, self-serve retention, and net revenue per new subscriber in the first 90 days. Five outright, one you influence.

Underneath them: every message a subscriber gets in their first 90 days, the cancel flow and the offers in it, the subscriber portal, the save rules the phone team follows, and the test roadmap. A two-person team builds what you decide to build.

Most of it you decide and tell the CMO afterward. You don't ask first. A few, like the subscription offer at checkout, you shape with the teams that run them.
What you'd be good at

• Reporting a number you own in a bad week, without softening it
• Finding the cause that's true rather than the one that's comfortable
• Killing a test you designed, on the date you set before launch
• Checking a figure against a second source before you say it
• Pulling and checking your own numbers rather than waiting on an analyst

We're data-heavy and use AI tools daily, Claude especially. You won't build or send campaigns. Your team does.

One thing we won't ask you to do: trap people. We don't keep subscribers by making cancellation hard.
You're probably our person if

You've owned first- or second-renewal retention at a subscription business doing $50M+ or carrying 20,000+ subscribers, where most revenue came from renewals rather than new orders. You've run a cancel-and-save program end to end, managed people for three years or more, and would rather have real authority over one number than an opinion on five. Eight-plus years in retention, lifecycle or subscription roles. Supporting the owner doesn't count.
Pay and terms

$175,000 to $210,000 base depending on experience. 15% target bonus on company EBITDA. Full-time W-2, fully remote, unlimited PTO after 90 days, health and 401(k), six-month probationary period.
How this goes

A written answer, a short call, an interview on your career job by job, a 30-minute live read of a data table with no prep, a final with leadership, and reference calls. Six steps, none wasted.

If that's the job you've been waiting for someone to hand you, apply.