Customer Retention Manager

Pawfy is seeking a CRM & Retention Manager to own the post-purchase customer journey and grow subscriber retention, lifetime value, and repeat revenue. The role focuses on retention strategy, subscription experience optimization, lifecycle email and SMS programs, churn reduction, and continuous testing and analysis.

Responsibilities:

• Own Pawfy's retention strategy and performance, with clear accountability for subscriber churn, retention by cohort, repeat purchase rate, and customer lifetime value
• Build and optimize the Recharge subscription experience, including the customer portal, cancellation flow, pause, skip, swap and downgrade options, save offers, upgrades to larger sizes and bundles, and prepaid plans
• Design and run lifecycle email and SMS programs in Klaviyo, including onboarding, results and expectation-setting journeys, replenishment reminders, cross-sell and add-to-next-order campaigns, loyalty milestones, and win-back of lapsed and cancelled subscribers
• Reduce involuntary churn by improving failed-payment recovery, dunning flows, and card update journeys
• Run a continuous testing program across offers, messaging, timing, pricing, and subscription options, measuring impact on retention and revenue rather than open and click rates alone
• Analyze cancellation reasons, customer feedback, and cohort data to identify churn drivers, working closely with growth, product, customer service, and leadership to fix them at the source

Requirements:

• Proven experience in a CRM, retention, or lifecycle marketing role within a direct-to-consumer subscription or consumer brand
• Hands-on, in-depth experience with Recharge (or a similar subscription platform), including cancellation flows, retention offers, customer portal setup, and subscription data
• Strong expertise in Klaviyo or a comparable email and SMS platform, with a track record of building automated flows and segmentation that drive measurable revenue
• A demonstrated ability to reduce churn and grow customer lifetime value, with clear examples of the impact your work has had on retention and repeat revenue
• Strong commercial and analytical skills, with a solid understanding of subscription economics, cohort retention, LTV, and how to measure true incremental impact
• A highly proactive, test-and-learn mindset, combining creative thinking with the drive to personally build, launch, and optimize programs quickly
• Previous experience within pet health, pet food, supplements, or other health and wellness categories
• Experience with Shopify, ShopifyQL, and customer data from Amazon Subscribe & Save or Chewy Autoship
• Experience building loyalty, referral, or VIP programs for subscription customers
• Experience with subscription pricing tests, prepaid plans, or bundle and upsell strategies
• Familiarity with US subscription and auto-renewal rules and best practice for clear, compliant cancellation experiences
• Experience managing agencies, freelancers, or a small CRM team