Retention Manager | Fully Remote

I'll send you $50USD if we get on an initial interview.

I'm serious. Fill out this application properly. If I actually want to get on a call with you, I will pay you.

We are an organic tea brand that crossed US$13M+ in revenue in 6 months. We're on track for US$38M+ in our first full year. Right now, about half of our subscribers don't make it past their first rebill. We have no formal retention program. We need one person to build it.

One seat. Applications close 15/05/2026. Start: ASAP.

You'll work directly with me. 5 years in e-commerce, US$100M+ in Meta spend across bootstrapped brands, built and exited a brand for 7 figures (USD) in under 18 months. I'm in the weeds on this business every day. You get founder access, real ownership over the customer experience, and feedback from someone who has actually deployed nine figures (USD) of ad budget.

Your job is to make our customers stay. You'll own the post-purchase customer journey end-to-end: onboarding emails, billing flows, cancel saves, retention offers, community, packaging, portal experience. You'll work through our email/SMS agency (KMH), our CS team, ops, and engineering. You'll study what top subscription brands do and translate those insights into specific retention tests for our business.

Your job is to design the full retention strategy and customer journey.

Why this seat is different

Most retention jobs are glorified email writers. Push send on welcome flows. Add another reminder. Call it strategy.

This isn't that.

You'll own the entire post-purchase customer experience: portal, cancel flow, retention offer, packaging, community, onboarding. You'll work directly with me on strategy. You'll have direct access to the data, the customers, and the budget to test at scale.

The pattern is the same whether you're early in your career or 3 years into a CRM agency: nobody trusts retention people to design the experience. They get to write the copy that surfaces it.

In this seat you design it. You own the outcome.

What you can earn

This is a high base salary position. Higher than what most agencies pay for the same level. You can focus on building long-term retention without sweating weekly variable targets.

You'll also earn quarterly performance bonuses tied to specific retention KPIs. We already know what success looks like:

• LTV target: $170 USD on our flagship product
• Returning customer rate: 30%
• Plus a handful of operational benchmarks we'll walk you through in the interview.

Hit the targets and you earn the bonus. Exceed them and you earn more.

If you want a job where the win is just ship the email, stop reading. If you want to own a number that compounds across every customer for years, keep going.

What you'll do

Drive retention by owning the entire post-purchase customer journey.

• Cohort & data analysis: Live in CC retention reports, Lifetimely, cohort analysis. Your default unit of work is Oct cohort cycle-2 retention by SKU, not open rate this week.
• Post-purchase flow design: Build out the first 14 days. Pre-delivery, delivery moment, post-delivery onboarding. Brief KMH (our email agency) and ship.
• Cancel flow & save: Design the cancellation flow, save offers, dunning, smart retry. Hit the 30% save rate benchmark.
• Retention offer stack: Tenure-based gifting, loyalty tiers, member-only content, referral program. Build the reasons customers want to stay, not just the friction that stops them from leaving.
• Community & identity: Tribe naming. Founder voice. Private community. Insider content.
• Packaging & physical experience: Insert cards. Welcome kit. Branded artifacts that make tea part of the customer's morning ritual.
• Vendor & cross-functional orchestration: Work through KMH (email/SMS), CS (saves), ops (packaging), engineering (portal).
• Competitive research: Study top subscription brands obsessively. RYZE, Gruns, Mars Men, Olipop, Ritual, RISE. Decode their funnels. Adapt what fits.

We won't expect you to know everything on day 1. We'll expect you to learn fast and ship.

Who you are

The non-negotiables:

• Output-focused. Driven by the volume and quality of tests, flows, and segments you ship.
• Voracious researcher. You consume retention case studies for fun. You sign up for 5 subscription brands just to map their funnels. You can name 3 brands whose retention you'd steal from and 3 whose retention is broken. And explain why.
• Pattern recognition. You read 200 cancel surveys and find the threads. You see the structural reasons customers leave, not just the surface reasons they cite.
• Detail-obsessed. A wrong trigger condition equals silent churn. A bad save offer copy line equals a 5pt save rate drop. You catch what others miss.
• Cohort-native. You think in cohorts, cycles, and months. Comfortable in spreadsheets, retention reports, Lifetimely, segment analysis.
• Bet-maker. You'd rather try the weird retention lever (90-day billing, masterclass, founders circle) and see what compounds, than ship 10 incremental discount tweaks.
• Not attached. When the data says your favorite flow isn't working, you cut it without arguing.
• Patient operator. OK shipping a change today and not knowing if it worked until next quarter. You don't chase vanity metrics.
• Crisp briefer. You can hand KMH (or a designer, an engineer) a brief and trust the output. If the work doesn't come back the way you envisioned, your brief failed.
• Identity-aware. You get that retention is partly identity, ritual, and community. Not just discount stacks. You've built ritual habits in your own life.
• Self-starter. Take a goal and run with it. We won't micromanage you.

The skills:

• Working knowledge of subscription DTC mechanics (cycle billing, dunning, retention rates, MOIC)
• Comfort in spreadsheets and analytics tools
• Strong written communication for briefs and internal docs
• Familiarity with Klaviyo, Shopify, or similar (or willingness to learn fast)
• Understanding of how LLMs work

Experience: 

Subscription DTC experience is a plus. If you don't have it, you need to be obsessed with it. Actively studying brands like RYZE, Gruns, Mars Men, Olipop, Ritual. Subscribed to multiple yourself just to learn how they work. If you've never thought about why subscription customers stay or leave, this isn't your role.

How to apply

Send us a Loom video answering one thing:

Pick a subscription or DTC brand you've bought from recently. Walk us through their post-purchase email flow. Explain why a particular set of these emails would increase the brand's LTV.

That's it. No portfolio. No cover letter. We want to see how you think.

Say the word Retention at the end of your video so we know you read the whole post.

One seat. Applications close 15/05/2026. Start: ASAP.

Hiring process

• Submit your Loom video and details in our form https://forms.gle/aCpvDMj5f9QbFKCQ6 
• Test task: Pick a subscription brand and write us a 1-page audit of their post-purchase customer journey. What works, what's broken, what would you change first.
• 1-on-1 with me. I'll send you US$50 within 24 hours of the call, regardless of outcome. Your time matters.
• Paid task. We'll give you our actual cancel survey data and ask you to identify the top churn drivers and propose specific tests we should run.
• Final 1-on-1 with me. We go deep on your audit and your churn analysis.

Working hours

• 4-hour daily overlap with AEST required
• Flexible outside that window
• Fully remote

What we value

Three principles. If these don't fit, we won't either.

• Output-focused. We pay for results.
• Test obsessively. Every meaningful change runs against a control. Data settles debates.
• Thirst for knowledge. We learn relentlessly. From data, customers, and each other.

Before you apply

This role demands ownership and pace. We're building a brand at speed. If you want predictable 9-to-5 work, we're not a fit. We appreciate the honesty of people who decide that early.

If you read a post like this and feel the work more than the risk, apply.

Benefits

• Fully remote
• Flexible schedule (within AEST overlap)
• Health benefits
• Paid holidays & paid leave
• Performance bonuses tied to retention KPIs