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VP of Subscription, Retention & CX

2 hours ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
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Freebird

Freebird

Freebird offers modern tools for hassle-free headcare to over 450,000 daily shavers, with free shipping on all orders.

Consumer Goods
11-50
Founded 2019
View All Jobs

Description

  • Own the health and growth of the subscription business across retention, churn, reactivation, and lifetime value.
  • Reduce churn and extend subscriber tenure through lifecycle and customer experience improvements.
  • Improve cancellation save rates, win-back performance, and reactivation outcomes.
  • Redesign the end-to-end customer journey from first purchase through renewal and long-term engagement.
  • Improve onboarding, product usage, replenishment, renewal, and cancellation flows to increase retention.
  • Increase order value, cross-sell, upsell, and revenue per subscriber.
  • Design and run lifecycle and customer experience experiments across onboarding, retention, churn, pricing, offers, billing cadence, and engagement.
  • Launch loyalty or membership programs that deepen customer relationships and improve repeat purchasing.
  • Build cohort-level understanding of retention drivers and identify key churn moments across the lifecycle.
  • Report on subscriber health and deliver insights that inform product, growth, and merchandising decisions.

Requirements

  • Experience leading retention or lifecycle strategy in a DTC subscription business with 300K+ subscribers.
  • Deep understanding of retention curves, churn drivers, and LTV modeling.
  • Experience improving save rates, win-back performance, and subscriber tenure.
  • Strong experimentation mindset across lifecycle and customer experience.
  • Experience leading retention and lifecycle teams, with exposure to customer support; CX experience is a plus.
  • Ability to connect customer behavior to business outcomes.
  • Ability to think in retention curves, churn moments, and cohort LTV.
  • Focus on subscriber economics, not just campaigns.
  • Be equally strong in strategy and execution.
  • Operate with ownership of the subscriber business.

Benefits

  • Remote-first and flexible work arrangement.
  • Competitive compensation with performance bonus.
  • Medical, dental, and vision insurance.
  • 401(k) with company match.
  • Unlimited PTO.
  • Autonomy and ownership with real decision-making power.
  • Fast-moving, high-performance culture with low politics and high accountability.
  • Opportunity to scale a 9-figure brand into its next chapter.

Interested in this position?

Apply directly on the company website

Apply Now

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