Retention Manager

About the Role

Pets Are Kids Too is a pet longevity brand on a mission to help pet parents keep their furry family members feeling their best every single day. Were scaling fast and retention is the single biggest lever between where we are and where were going.

Were looking for aRetention Managerto own our customer lifecycle grow subscriber LTV and make sure more pets stay on the routines that help them thrive. This role sits at the intersection of lifecycle marketing subscriptions CX and analytics and is built for someone who is equal parts strategist experimenter and hands-on executor.

Youll report directly to the VP of Lifecycle Management and be the second person on the retention team. That means full ownership direct access to leadership and the chance to build the function from the ground up.

What Youll Do

• Develop end-to-end retention and lifecycle strategies across email SMS and on-site experiences from first purchase through subscription churn and winback
• Build and optimize high-impact flows in Klaviyo: onboarding education replenishment subscription reminders dunning winback review/UGC and cross-sell
• Drive subscription retention across our Loop Shopify stack running experiments to reduce both voluntary and involuntary churn
• Design test and iterate cancel-diversion experiences focused on pet outcomes and long-term value pause offers plan adjustments education not just discounting
• Partner with CX to build retention-focused scripts macros and playbooks so every support conversation protects LTV while doing right by the pet parent
• Own retention reporting: cohort retention LTV rebill rate churn rate and subscription health dashboards and use data to prioritize what to test next
• Run structured A/B tests on offers messaging timing and channel mix; synthesize learnings into clear repeatable playbooks
• Collaborate with Acquisition Product and CX to improve the full customer journey from ad promise through to unboxing education and long-term engagement
• Use surveys reviews and qualitative feedback to understand why customers stay downgrade or cancel and translate that into lifecycle strategy and product feedback

What Success Looks Like

• Measurable lift in 90-day retention across key products and cohorts
• Clear documented lifecycle architecture 090 day plan subscription lifecycle map cancel/winback paths
• A consistent testing cadence with a pipeline of experiments documented results and roll-outs
• CX Marketing and Ops aligned around a shared view of retention KPIs and drivers
• Cancel reasons and dunning issues tracked understood and actively worked down over time

What Were Looking For

• 37 years in lifecycle CRM or retention marketing ideally in DTC / e-commerce and/or subscription
• Subscription retention experience is essential you think in rebill rate LTV and cancellation rate not opens and clicks
• Hands-on with email/SMS lifecycle platforms (Klaviyo Iterable or Braze) and subscription tools (Loop Recharge or similar)
• Proven track record improving retention metrics LTV churn rebill rate repeat purchase rate through structured testing and segmentation
• Strong analytical skills: comfortable with cohort reports funnel and retention dashboards and translating data into action without a dedicated analyst
• Excellent copy instincts and customer empathy warm clear communicator who leads with product outcomes not just discounts
• Eye for detail small team means youre your own QA; emails need to go out right the first time
• Comfortable working cross-functionally with CX Marketing Product Ops and Finance in a fast-moving environment

Nice to Have

• Experience in pet wellness or CPG where education and product consistency drive retention
• Familiarity with Shopify Triple Whale and survey tools (Fairing Typeform) for attribution and retention analysis
• Comfort running experiments across pricing offers and packaging bundles trials upsells pause offers
• Experience working with or within a CX/support team on retention-focused programs

Why Join Us

• Growth & Career Development:Direct exposure to leadership investors and scaling a portfolio of brands.
• Work Culture:No politics. High-performance collaborative and outcome-driven.
• Compensation & Benefits:Competitive salary equity upside flexible work arrangements and wellness perks.
• Unique Perks:Annual team retreats learning budgets and the chance to shape a company on the rise.