VP of Subscription, Retention & CX

FreebirdDTC subscription

United StatesFull-TimeVp

Salary not disclosed

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Job Details

Requirements

Experience leading retention or lifecycle strategy in a DTC subscription business with 300K+ subscribers
Deep understanding of retention curves, churn drivers, and LTV modeling
Experience improving save rates, win-back performance, and subscriber tenure
Strong experimentation mindset across lifecycle and CX
Experience leading retention and lifecycle teams, with exposure to customer support (CX a plus)
Ability to connect customer behavior to business outcomes
Think in retention curves, churn moments, and cohort LTV
Focus on subscriber economics, not just campaigns
Equally strong in strategy and execution
Operate with ownership of the subscriber business

Responsibilities

Own the health and growth of the subscription business, reducing churn and extending subscriber tenure.
Improve reactivation and win-back performance and increase lifetime value per subscriber.
Improve cancellation save rate through lifecycle and CX improvements.
Redesign the full lifecycle experience, mapping the journey from first purchase to long-term subscription.
Identify key churn and disengagement moments and improve onboarding, product usage, replenishment, and renewal flows.
Increase engagement leading into renewal moments and improve cancellation flows to reduce unnecessary churn.
Increase AOV and orders per subscriber, improve cross-sell and upsell performance.
Drive higher revenue per subscriber and expand LTV through better product and lifecycle strategy.
Design and run lifecycle experiments across onboarding, retention, and churn, testing pricing, offers, billing cadence, and engagement strategies.
Launch loyalty or membership programs, improve referral and advocacy behavior.
Build cohort-level understanding of retention drivers and identify churn moments across the lifecycle.
Deliver insights that inform product, growth, and merchandising and report on subscriber health and performance.

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