Head of Lifecycle & Customer Experience

A profitable DTC pet brand is looking for a Head of Retention & Customer Experience to join our team! You will own everything after the first order: subscriptions, email and SMS, the post-purchase journey and customer experience, across both of our brands.

We’re doing $50M+ a year and scaling to $100M+, and we want one senior leader who owns retention A-Z: lower churn, significantly higher lifetime value and a better customer experience across the board. We are looking to hire someone with 5-6+ years in retention or lifecycle at DTC brands, who has led retention at a subscription brand doing $30-50M+ a year (ideally nine figures).

The ideal candidate is hands‑on in Klaviyo and Loop (or similar), has led a retention and customer experience team, and has managed agencies.

Own retention A‑Z to fuel the growth to 9‑figures. This role comes in to drive three things: lower churn, significantly higher lifetime value, and a better customer experience across the board. Success is lower churn, stronger retention, much higher lifetime value, more revenue from email and SMS, and happier customers.

We are a profitable DTC brand selling premium pet products. We sell across Shopify, Amazon and Chewy, and we’re one of the fastest‑growing brands in the pet space – $50M+ in annual revenue and scaling to $100M+. We recently launched a second brand, expanding into a new customer base. We’re a 100% remote, lean, senior team that moves fast, and every person here has a massive impact on the business.

Culture‑fit is our #1 factor when hiring! We have a genuine will‑to‑win. No work is beneath us if it moves us towards our goals. We use creativity to do more with less – and quickly. We use data to make decisions and live by four core values:

• Better Everyday: have a retention test live every week across subscriptions, flows or the post‑purchase experience, and write down what each result teaches.
• Speed Is King: spot a churn, refund or CSAT problem the day it shows up and have a fix in motion that week.
• Work Smart: AI and automation first. Claude reads cancellation reasons, reviews and tickets to find why customers leave, AI drafts flow copy and segments, and retention KPIs report themselves every week.
• Overdeliver: bring the CEO the next big retention lever before being asked, and get more lifetime value from every customer than the plan called for.

If you want a stress‑free corporate 9–5 job, this isn’t it.

If you want to challenge yourself and shape a fast‑growing company, work directly with the founder, and play a big role in scaling it to $100M+… If you want to drive results with a group of passionate, smart, hardworking people, in an environment without politics or corporate chicanery, being hands‑on and active – then you’ve come to the right place.

90‑day targets for each outcome are agreed with you before your start date.

• Churn goes down: monthly subscription churn and save rate, by brand
• Retention improves: repeat purchase rate and cohort retention at 3, 6 and 12 months
• Lifetime value rises significantly: 12‑month lifetime value by cohort and brand vs the same cohorts last year
• Email and SMS drive more revenue: email and SMS share of total revenue, and revenue per recipient
• Customers are happier across the board: CSAT, review rating, refund rate and tickets per order

• Own the subscription program for both brands: offers, cadence, bundles, the customer portal and the cancellation flow.

• Build and test save offers, skip, swap and pause options, and win‑back flows to cut churn.

• Own email and SMS strategy for both brands, and manage the retention agency’s calendar, flows, targets and results.

• Build…