Retention Manager

COMPANY 🌱

RYZE was founded in 2019 by Andrée Werner and Rashad Hossain, out of a parents' basement 🏠, with a mission to change daily health, starting with the morning routine: a nutrient-dense mushroom coffee ☕🍄 delivering clean energy ⚡, mental clarity 🧠, and immune support 🛡️. Built on a Direct-to-Consumer foundation with a performance marketing engine, RYZE achieved hockey-stick growth 📈 and a community of over 1 million active subscribers. 🎉

DTC remains the foundation, but RYZE has expanded into mass retail 🛒, quickly becoming the #2 item in Target's overall coffee category and is now executing a multi-channel expansion, with a cross-category launch coming in early 2027 🚀.

RYZE is uniquely positioned to redefine how people think about daily wellness. ✨
We're a lean, fast-moving, mission-driven team who believe daily rituals create the foundation for living your greatest life, and we're just getting started! 🌱🔥

WHAT YOU'LL DO 🎯

The Retention Manager is a data-first, execution-focused role that owns RYZE's subscriber retention program end to end, starting with the numbers. Reporting directly to the VP of CX & Retention and leading the Retention Analyst, this role is responsible for building and maintaining the cohort, churn, and LTV reporting that reveals where and why subscribers leave, mapping the subscriber journey against that data, and turning both into save, cancellation, and win-back programs with measurable results. This is not a lifecycle marketing role and not a reporting role. The Retention Manager works directly in the data, not just from summaries handed off by an analyst, and is expected to build cohort models and interpret them personally before turning insight into program design.

Responsibilities will include:

• Own subscriber retention analytics: build and maintain cohort retention reporting (rebill rates, skip/pause rebill behavior, LTV by cohort, churn drivers) and translate patterns directly into program priorities

• Conduct root-cause churn analysis across structured and free-text cancellation data to identify segment-level drivers and quantify their impact on churn and revenue

• Build and maintain the subscriber journey map, identifying key intervention points from trial through long-term retention and anchoring each to where the data shows subscribers actually churn

• Design, test, and optimize proactive save programs: identify at-risk subscribers before they cancel and execute targeted, personalized interventions

• Design and optimize cancellation flows, including deflection offers, pause options, and retention messaging, to reduce voluntary churn

• Own win-back strategy and execution for recently churned subscribers, including sequencing, offer structure, and rigorous testing of what actually converts

• Lead and develop the Retention Analyst, setting analytical priorities and ensuring findings translate into specific, testable program decisions

• Partner with Marketing, Product, and Analytics on retention-driven campaigns, subscription management features, and cancellation experience improvements

• Report retention program performance to the VP on a regular cadence, including cohort trends, program ROI, churn impact, and win-back conversion rates

• Run structured A/B tests to validate retention interventions before scaling them

• Stay current on DTC subscription retention benchmarks and analytics practices to continuously improve RYZE's approach

• Additional duties as assigned by management.

WHAT WE'RE LOOKING FOR 🔍

• 4+ years of experience in retention analytics, subscriber lifecycle management, or CX retention program management within a DTC subscription or physical-product recurring-revenue business

• A demonstrated, quantifiable track record of reducing churn or improving retention and LTV in a subscription business, with the ability to speak specifically to the metrics moved and how

• Hands-on proficiency in cohort analysis, LTV modeling, and subscriber segmentation using SQL and/or BI tools (e.g., Sigma, Looker, Amplitude); this is a skill the person applies directly, not one delegated entirely to a direct report

• Experience building or maintaining subscriber or customer journey maps and using them to identify intervention points

• Experience designing and owning cancellation flows, save programs, and win-back sequences, including offer testing and conversion optimization

• Experience leading or partnering closely with an analytics function, working directly from data to build programs rather than only receiving reports

• Strong cross-functional collaboration skills with Marketing, Product, and Analytics teams

• Excellent written communication skills, with experience writing or reviewing retention-focused member communications

Preferred:

• Background in health, wellness, food/beverage, or other physical-goods subscription brands (as distinct from SaaS retention)

• Experience managing a direct report or analyst, including setting analytical direction and translating outputs into program decisions

• Familiarity with churn prediction or other predictive modeling approaches applied to subscriber behavior

• Experience with Recharge, Klaviyo, Zendesk, Sigma, or similar subscription and CRM/analytics platforms

• Experience building win-back and lapsed subscriber reactivation programs at scale

PERSONAL CHARACTERISTICS 💫

• Low-ego, team-first: The best idea wins, no matter whose it is

• Self-starter: You see what needs doing and get after it, no waiting for direction

• Comfortable in ambiguity: Fast pace and shifting priorities energize you rather than rattle you

• Builder at heart: You're energized by a fast-moving environment where you help create the processes and playbooks, not just follow them

• Mission-driven: You genuinely care about wellness and are excited to help build RYZE's next chapter

WHAT WE OFFER 🌟

Benefits

• Competitive hourly or monthly contract compensation 💰

• Fully remote, flexible work environment 🌍

• Opportunity to work on high-impact performance creative for a fast-growing brand 🚀

• Access to RYZE creative assets, tools, templates, and performance insights 🎨