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Want to own the growth and profitability of a 9 figure subscriber business?Freebird® is a 9-figure DTC brand serving over 2 million customers and redefining shaving for the modern consumer. We’ve built a strong acquisition engine and scaled rapidly, and now we’re looking for a leader to own what happens after the first purchase.This role owns the entire subscriber business, from retention and churn to customer experience and lifetime value. It’s not just lifecycle marketing or customer support. It’s about building a system that turns customers into long-term, high-value subscribers and drives sustainable, profitable growth at scale.The MissionOwn and scale Freebird’s post-purchase experience to maximize subscriber lifetime value.Every part of the journey, from onboarding to renewal to long-term engagement, should drive higher retention, stronger engagement, and more revenue per subscriber.Your mandate is simple: turn customers into long-term, high-value subscribers.What You’ll OwnSubscriber Retention & LTV - Own the health and growth of the subscription business.Reduce churn and extend subscriber tenureImprove reactivation and win-back performanceIncrease lifetime value per subscriberImprove cancellation save rate through lifecycle and CX improvementsCustomer Journey Optimization - Redesign the full lifecycle experience.Map the full journey from first purchase to long-term subscriptionIdentify key churn and disengagement momentsImprove onboarding, product usage, replenishment, and renewal flowsIncrease engagement leading into renewal momentsImprove cancellation flows to reduce unnecessary churnSubscriber Revenue Growth - Increase the value of each subscriber.Increase AOV and orders per subscriberImprove cross-sell and upsell performanceDrive higher revenue per subscriberExpand LTV through better product and lifecycle strategyLifecycle & Experimentation - Build a system of continuous improvement.Design and run lifecycle experiments across onboarding, retention, and churnTest pricing, offers, billing cadence, and engagement strategiesScale what works and continuously improve systemsLoyalty & Customer Value Programs - Deepen customer relationships.Launch loyalty or membership programsImprove referral and advocacy behaviorBuild programs that increase engagement and repeat purchasingCustomer Intelligence - Define how the business understands its customers.Build cohort-level understanding of retention driversIdentify churn moments across the lifecycleDeliver insights that inform product, growth, and merchandisingReport on subscriber health and performanceWhat Success Looks LikeWithin 12 to 18 months:Churn decreases and subscriber tenure increasesLTV grows meaningfully across cohortsSave rate and reactivation performance improveRevenue per subscriber increasesCustomer experience improves while support becomes more efficientRetention becomes a predictable, scalable growth leverThe subscription business becomes stronger, more profitable, and more resilient.RequirementsWe are looking for a subscription operator, not a lifecycle marketer.Experience leading retention or lifecycle strategy in a DTC subscription business with 300K+ subscribersDeep understanding of retention curves, churn drivers, and LTV modelingExperience improving save rates, win-back performance, and subscriber tenureStrong experimentation mindset across lifecycle and CXExperience leading retention and lifecycle teams, with exposure to customer support (CX a plus)Ability to connect customer behavior to business outcomesYou should:Think in retention curves, churn moments, and cohort LTVFocus on subscriber economics, not just campaignsBe equally strong in strategy and executionOperate with ownership of the subscriber businessBenefitsRemote-first and flexibleCompetitive compensation with performance bonusMedical, dental, and vision insurance401(k) with company matchUnlimited PTOAutonomy and ownership with real decision-making powerFast-moving, high-performance cultureLow politics, high accountabilityOpportunity to scale a 9-figure brand into its next chapterCollaborative, kind, and high-trust environmentIf you think in churn curves, retention drivers, and lifetime value, and want to build a system that turns customers into long-term revenue, we want to talk.
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