VP of Subscription, Retention & CX

Want to own the growth and profitability of a 9 figure subscriber business?

Freebird® is a 9-figure DTC brand serving over 2 million customers and redefining shaving for the modern consumer. We’ve built a strong acquisition engine and scaled rapidly, and now we’re looking for a leader to own what happens after the first purchase.

This role owns the entire subscriber business, from retention and churn to customer experience and lifetime value. It’s not just lifecycle marketing or customer support. It’s about building a system that turns customers into long-term, high-value subscribers and drives sustainable, profitable growth at scale.

The Mission

Own and scale Freebird’s post-purchase experience to maximize subscriber lifetime value.

Every part of the journey, from onboarding to renewal to long-term engagement, should drive higher retention, stronger engagement, and more revenue per subscriber.

Your mandate is simple: turn customers into long-term, high-value subscribers.

What You’ll Own

Subscriber Retention & LTV - Own the health and growth of the subscription business.

• Reduce churn and extend subscriber tenure
• Improve reactivation and win-back performance
• Increase lifetime value per subscriber
• Improve cancellation save rate through lifecycle and CX improvements

Customer Journey Optimization - Redesign the full lifecycle experience.

• Map the full journey from first purchase to long-term subscription
• Identify key churn and disengagement moments
• Improve onboarding, product usage, replenishment, and renewal flows
• Increase engagement leading into renewal moments
• Improve cancellation flows to reduce unnecessary churn

Subscriber Revenue Growth - Increase the value of each subscriber.

• Increase AOV and orders per subscriber
• Improve cross-sell and upsell performance
• Drive higher revenue per subscriber
• Expand LTV through better product and lifecycle strategy

Lifecycle & Experimentation - Build a system of continuous improvement.

• Design and run lifecycle experiments across onboarding, retention, and churn
• Test pricing, offers, billing cadence, and engagement strategies
• Scale what works and continuously improve systems

Loyalty & Customer Value Programs - Deepen customer relationships.

• Launch loyalty or membership programs
• Improve referral and advocacy behavior
• Build programs that increase engagement and repeat purchasing

Customer Intelligence - Define how the business understands its customers.

• Build cohort-level understanding of retention drivers
• Identify churn moments across the lifecycle
• Deliver insights that inform product, growth, and merchandising
• Report on subscriber health and performance

What Success Looks Like

Within 12 to 18 months:

• Churn decreases and subscriber tenure increases
• LTV grows meaningfully across cohorts
• Save rate and reactivation performance improve
• Revenue per subscriber increases
• Customer experience improves while support becomes more efficient
• Retention becomes a predictable, scalable growth lever

The subscription business becomes stronger, more profitable, and more resilient.

Requirements:
We are looking for a subscription operator, not a lifecycle marketer.

• 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 CX
• Experience leading retention and lifecycle teams, with exposure to customer support (CX a plus)
• Ability to connect customer behavior to business outcomes

You should:

• 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
• 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
• Low politics, high accountability
• Opportunity to scale a 9-figure brand into its next chapter
• Collaborative, kind, and high-trust environment

If you think in churn curves, retention drivers, and lifetime value, and want to build a system that turns customers into long-term revenue, we want to talk.