Director of Retention

We’re hiring a Director of Retention to own the full customer lifecycle, from first purchase through long-term loyalty, across email, SMS, subscriptions, direct mail, post-purchase flows, winbacks, LTV cohorts, landing page optimization with tight messaging, and beyond.

Lineage is just over two years old, yet our owned channels are scaling at a rate rarely seen in CPG:

We are only getting started.

You should live and breathe Klaviyo, understand retention levers like LTV, repeat rate by customer type and product, churn signals, LTV:CAC, and cohort behavior, and thrive in an environment where we create hypotheses, test them, review learnings, and operationalize quickly.

• Own subscription retention and growth: pricing strategy, churn mitigation, personalization, win backs, plan upgrades, save strategies, and promotion tactics and manage everything in Skio.

• Drive sub attach rate without using scammy gray hat tactics for both new customer and one time to sub, dependent on product and acquisition source.

• You are obsessed with NRR and are always looking at this number, trying to drive over 100%.

• Work closely with the Director of Marketing to refine subscription offerings, test new retention mechanisms, and optimize onboarding.

• Use cohort analysis, predictive modeling, and customer behavior data to build long-term strategies on increasing LTV across segments.

• Architect personalized journeys across channels: onboarding, activation, loyalty, replenishment, reactivation, and advocacy.

• Obsess over first order to repeat purchase data, time to second purchase, and strategies to improve these metrics to best in class retention by cohort.

• Build behavioral segmentation strategies that place customers into the optimal paths at the right time.

• Own experimentation frameworks—test messages, offers, timings, and flows across lifecycle stages and for our various personas.

• Track LTV, LTR, CAC payback periods, retention rate, churn drivers, cohort performance, deliverability, repeat rate, subscription health, and lifecycle lift.

• Obsess over the above numbers by acquisition source and entry SKU.

• Translate insights into action for marketing, growth, CX, and product departments.

• Identify risks, trends, and opportunities and then proactively solve problems with data driven solutions.

• Partner closely with marketing + growth leadership to align lifecycle strategy to acquisition and revenue targets.

• Work with CX, web, and product teams to inform messaging, merchandising, and UX improvements.

• Manage retention initiatives from hypothesis → scoping → testing → rollout, ensuring clarity and smooth collaboration across teams.

• 4+ years brand-side at a DTC e-commerce brand in food, drink, health, wellness, vitamins/supplements, or a closely related category.

• 3+ years owning a recurring subscription program, personally accountable for monthly retention, churn, CAC:LTV, and subscriber LTV. We use SKIO; Recharge or Ordergroove transfers.

• 4+ years deep, hands-on building and growing a world-class email/SMS program at a high-growth DTC brand. You built it, you didn't direct an agency.

• 3+ years as a hands-on Klaviyo power user: segmentation, deliverability, dynamic flows, analytics.

• 2+ years getting "a little dangerous" in Shopify and an SMS platform (we use Postscript; Attentive or similar counts): navigating themes, apps, templates, and basic troubleshooting.

• Strong command of retention metrics: LTV, CAC:LTV, churn, cohorts, repeat rate, subscription KPIs.

• Analytical: proficient in Excel/Sheets and comfortable in BI dashboards like Triple Whale.

• Genuinely excited to roll up your sleeves on the day-to-day in each platform, not just set strategy.

• Comfortable using AI to speed up workflow and experimentation.

• Exceptionally organized, detail-oriented, and operationally strong.

• Based in the US or Canada, able to work predominantly in PT, CT, or ET.