The Retention Manager is a strategic and execution-focused role that owns RYZE's subscriber retention programs end to end. Reporting directly to the VP of CX & Retention and leading the Retention Analyst, this role is responsible for reducing subscriber churn, building proactive save and win-back programs, and partnering cross-functionally to improve the subscriber lifecycle from onboarding through renewal. This is not a reporting role - it is a program ownership and execution role powered by data.
The Role:What You'll Do- Own RYZE's subscriber retention strategy - program design, execution, and performance measurement against churn and LTV targets
- Build and manage proactive save programs: identify at-risk subscribers before they cancel and execute targeted, personalized interventions
- Design and optimize cancellation flows - deflection offers, pause options, and retention messaging that reduce voluntary churn
- Own win-back program strategy and execution for recently churned subscribers - sequencing, offer structure, and success metrics
- Lead and develop the Retention Analyst - translating data outputs into program priorities and ensuring analytical findings inform every retention decision
- Partner with Marketing on retention-driven campaigns, lifecycle email strategy, and subscription offer design
- Partner with Product on subscription management features, member portal improvements, and cancellation experience optimization
- Build and maintain the subscriber lifecycle framework - mapping key intervention points from trial through long-term retention
- Report retention program performance to the VP on a regular cadence - including program ROI, churn impact, and win-back conversion rates
- Stay current on DTC subscription retention best practices to continuously improve RYZE's approach
- Additional duties as assigned by management.
What We Offer:What We're Looking ForRequired:- 4+ years of experience in retention marketing, subscriber lifecycle management, or CX retention program management
- Proven track record of building or managing retention programs that measurably reduced churn in a subscription or DTC environment
- 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 - able to work directly from data to build programs, not just receive reports
- Strong cross-functional collaboration skills with experience working alongside Marketing, Product, and Analytics teams
- Analytical fluency - able to interpret churn data, segment subscriber behavior, and design data-informed interventions independently
- Excellent written communication skills with experience writing or reviewing retention-focused member communications
Preferred:- Background in health, wellness, food/beverage, or consumer subscription brands
- Experience managing a direct report or analyst - comfortable setting analytical direction and translating outputs into program decisions
- Familiarity with subscriber cohort analysis, LTV modeling, and A/B testing in retention contexts
- Experience with Recharge, Klaviyo, Zendesk, or similar subscription and CRM platforms
- Experience building win-back and lapsed subscriber reactivation programs at scale
What We Offer- Competitive base salary commensurate with experience
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and company holidays
- Remote-first work environment with flexible scheduling
