Responsibilities

• Own lifecycle strategy for retention, churn prevention, and winback—from identifying at-risk customers to designing rescue flows and reactivation programs
• Partner with Data Science to define churn signals, build predictive and behavioral segments, and prioritize interventions based on impact and reach
• Partner with Product to align lifecycle messaging with product changes, subscription flows, pricing transitions, and friction points that drive churn
• Design and optimize churn prevention programs—early warning journeys, save flows, and proactive outreach for users showing disengagement or cancellation intent
• Build and iterate winback and rescue strategies for lapsed subscribers, unfunded accounts, and dormant investors—testing offers, messaging, and channel mix
• Assist in developing a retention measurement framework: define core metrics (churn rate, save rate, winback conversion, LTV impact), attribution windows, and reporting cadences
• Analyze cohort behavior and lifecycle leakage to identify where customers drop off—and design targeted programs to address root causes
• Assess the existing retention and winback portfolio: identify what's working, what's redundant, and what should be built, optimized, or sunset
• Run rigorous A/B tests and experiments; translate results into clear strategic recommendations, not just incremental tweaks
• Support major business moments (pricing changes, product repositioning, subscription model shifts) with retention-focused lifecycle comms for existing customers

Requirements

• 7–10+ years of experience in lifecycle marketing, CRM, or growth marketing—with deep expertise in retention, churn prevention, or winback
• Analytical and strategic mindset—you think in cohorts, funnels, and leakage points; you use data to define problems before designing solutions
• Proven track record of improving retention and reactivation metrics (e.g., churn rate, save rate, winback conversion, subscription retention, LTV)
• Experience partnering with Data Science or analytics teams to build churn models, behavioral segments, or predictive targeting—not just pulling reports
• Experience partnering with Product to address retention through both messaging and product/UX improvements
• Strong understanding of subscription and fintech retention dynamics—cancellation flows, payment failures, passive churn, pricing sensitivity
• Ability to audit a complex program portfolio and make strategic calls on what to prioritize, optimize, or kill
• Strong communication skills—you write clearly for internal partners (strategy docs, data-backed recommendations, briefs) and external audiences (customer-facing retention and winback copy)
• Comfort operating with high autonomy in ambiguous problem spaces; you create structure and momentum without waiting for a playbook
• Bias for action balanced with rigor—you move fast, but you validate with data

Preferred

• Experience in fintech, investing, or subscription-based products
• Hands-on Braze expertise
• Familiarity with Mixpanel, Looker, Redshift, or warehouse-based analytics for cohort and churn analysis
• Experience with promotions platforms, dynamic offers, or personalized winback incentives

Benefits

• Comprehensive total rewards package, comprising compensation (salary and equity) and health care benefits
• Complimentary subscription to Stash+ account
• Hybrid Work Policy – We operate a hybrid work environment in NYC that prioritizes time together in the office to strengthen teamwork, innovation, and culture, while still allowing for work-from-home flexibility.
• Flexible PTO
• Work-from-home equipment stipends; home internet subsidy
• Paid Parental Leave (offerings for birth giving and non-birth giving parents) Primary & Secondary
• Enhanced health and wellness benefits through One Medical, Gympass, and Maven Health