Retention Manager / Subscription Data Analyst — 8-Figure Supplement Brand

We are looking for a highly analytical Retention Manager / Subscription Data Analyst to own customer retention, churn reduction, and LTV growth for an 8-figure supplement brand.

This person will not be responsible for making ads, building funnels, or writing copy. Their job is to deeply understand our subscription data, find the leaks in our cohorts, and create clear strategies to keep customers longer — especially past month three.

The main goal of this role is simple: ????Increase LTV, reduce churn, and improve the LTV:CAC ratio.

Responsibilities:
You will be responsible for analyzing subscription performance across the full customer lifecycle and identifying where customers are dropping off.

This includes:
- Reviewing cohort data to understand month 1, month 2, month 3, and month 4+ retention.
- Identifying churn points and figuring out why customers are cancelling, failing to rebill, refunding, or dropping off.
- Analyzing how different front-end offers, pricing structures, bundles, marketing angles, funnels, and customer segments - lead to different LTVs.
- Working with the email/SMS team to develop post-purchase flows that educate customers, increase product usage, reduce buyer’s remorse, and improve rebill rates.
- Building and improving cancellation flows, save offers, pause options, skip options, product education, and customer feedback loops.
- Creating feedback surveys to understand why customers cancel, refund, or stop engaging with the product.
- Turning customer feedback and cohort data into actionable retention strategies.
- Monitoring key subscription metrics daily, weekly, and monthly.
- Working with the customer support team to identify common cancellation reasons, refund reasons, product complaints, - confusion points, and opportunities to improve the customer experience.
- Helping the team understand which customers, offers, and angles create the highest-quality subscribers.
- Building retention reports, dashboards, and clear recommendations for leadership.

Key Metrics You Will Own:
You should be comfortable tracking and improving:
- Month 1 retention
- Month 2 retention
- Month 3 retention
- Month 4+ retention
- Subscription take rate
- Rebill success rate
- Failed payment rate
- Churn rate
- Refund rate
- Chargeback rate
- LTV
- LTV:CAC ratio
- CAC payback window
- Customer cohort performance
- Retention by offer
- Retention by marketing angle
- Retention by funnel
- Retention by product bundle
- Retention by customer segment

Must-Have Experience: You must have:
- Experience working with an 8-figure ecommerce brand.
- Experience working with a supplement brand.
- Strong understanding of subscription ecommerce and recurring revenue models.
- Strong understanding of LTV:CAC, contribution margin, cohort retention, churn, and CAC payback.
- Proven experience reducing churn and increasing customer LTV.
- Experience analyzing retention data and turning it into clear action.
- Experience working with Shopify.
- Ability to work closely with email/SMS, customer support, media buying, CRO, and operations teams.
- Strong understanding of post-purchase education, customer onboarding, cancellation flows, and save strategies.
- Ability to create structured hypotheses, prioritize retention tests, and clearly track outcomes.

Nice to Have:
- Experience with Checkout Champ.
- Experience with Recharge, Skio, Stay AI, Loop, or other subscription management platforms.
- Experience with Klaviyo or similar email/SMS platforms.
- Experience with direct response supplement offers.
- Experience improving rebill approval rates and failed payment recovery.
- Experience with customer surveys, cancellation surveys, and voice-of-customer analysis.
- Experience building retention dashboards and reporting systems.

What Success Looks Like: You will be successful in this role if you can:
- Clearly identify where the biggest retention leaks are.
- Improve month 1, month 2, and month 3 retention.
- Help customers understand the product better after purchase.
- Reduce preventable cancellations and refunds.
- Improve failed payment recovery.
- Help us understand which front-end offers and marketing angles bring in the highest-LTV customers.
- Create a repeatable system for testing retention improvements.
- Turn retention data into clear strategies that increase profit.

Who This Role Is Not For:
This is not a generic email marketing role.

This is not a customer support role.

This is not a media buying or funnel-building role.

We need someone who can look at subscription data, find the leaks, understand why customers are churning, and create a clear plan to improve retention.

If you only think about open rates, click rates, or surface-level email metrics, this is not the right role.
We need someone who thinks in terms of: Cohorts, churn, LTV, CAC payback, rebill rates, customer education, offer quality, and subscription profitability.

How to Apply Please send
1. A short summary of your experience working with 8-figure supplement or ecommerce brands.
2. Examples of how you have reduced churn or improved retention.
3. Your experience analyzing cohort retention and LTV:CAC.
4. Your experience with Shopify and any subscription tools you have used.
5. Any experience you have with Checkout Champ.
6. Salary Expectation in USD
7. Available start date

Looking forward to seeing your applications!