The mission of this role

Own retention A-Z to fuel the growth to 9-figures. This role comes in to drive three things: lower churn, significantly higher lifetime value, and a better customer experience across the board. Success is lower churn, stronger retention, much higher lifetime value, more revenue from email and SMS, and happier customers.

Who are we?

We are a profitable DTC brand selling premium pet products. We sell across Shopify, Amazon and Chewy, and we're one of the fastest-growing brands in the pet space – $50M+ in annual revenue and scaling to $100M+. We recently launched a second brand, expanding into a current customer base. We're a 100% remote, lean, senior team that moves fast, and every person here has a massive impact on the business.

What is our culture like & who is a good fit?

Culture-fit is our #1 factor when hiring We have a genuine will-to-win. No work is beneath us if it moves us towards our goals. We use creativity to do more with less – and quickly. We use data to make decisions and live by four core values:

- Better Everyday: have a retention test live every week across subscriptions, flows or the post-purchase experience, and write down what each result teaches.
- Speed Is King: spot a churn, refund or CSAT problem the day it shows up and have a fix in motion that week.
- Work Smart: AI and automation first. Claude reads cancellation reasons, reviews and tickets to find why customers leave, AI drafts flow copy and segments, and retention KPIs report themselves every week.
- Overdeliver: bring the CEO the next big retention lever before being asked, and get more lifetime value from every customer than the plan called for.

If you want a stress-free corporate 9–5 job,



this isn't it.

If you want to challenge yourself and shape a fast-growing company, work directly with the founder, and play a big role in scaling it to $100M+... If you want to drive results with a group of passionate, smart, hardworking people, in an environment without politics or corporate chicanery, being hands-on and active – then you've come to the right place.

Outcomes (what success looks like)

90-day targets for each outcome are agreed with you before your start date.

- Churn goes down: monthly subscription churn and save rate, by brand
- Retention improves: repeat purchase rate and cohort retention at 3, 6 and 12 months
- Lifetime value rises significantly: 12-month lifetime value by cohort and brand vs the same cohorts last year
- Email and SMS drive more revenue: email and SMS share of total revenue, and revenue per recipient
- Customers are happier across the board: CSAT, review rating, refund rate and tickets per order

Key Objectives

- Own the subscription program for both brands: offers, cadence, bundles, the customer portal and the cancellation flow.
- Build and test save offers, skip, swap and pause options, and win-back flows to cut churn.
- Own email and SMS strategy for both brands, and manage the retention agency's calendar, flows, targets and results.




- Build the lifecycle journey from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows.
- Map and improve the full post-purchase journey, and run a loyalty, referral or VIP program if the numbers support it.
- Lead the customer experience team and set customer service policy that protects both the customer and the margin.
- Report cohort retention and lifetime value against target every month, and name the biggest lever.

- Fully remote, based outside the US.
- Fluent in English.
- Retention Leadership: 5-6+ years in retention or lifecycle at DTC brands, including leading retention at a subscription brand doing $30-50M+ a year (ideally nine figures). This is a must.
- Subscription Expertise: you have grown a subscription program and know churn, saves, cohorts and MRR inside out.
- Lifecycle Marketing: you build email and SMS programs (Klaviyo or similar) that drive a large share of revenue without burning the list.
- Tools: deep hands-on experience with Klaviyo (or similar) and Loop (or a similar subscription platform).
- Analytical: you read cohort, lifetime value and churn data fast and find the lever that moves the number.
- Testing Discipline: you run clear tests on offers, flows and save tactics, and read results honestly.
- Leadership: you have led a retention and customer experience team, including managing agencies, through KPIs and goals.
- Commercial Judgement: you protect margin, and know when a discount or save offer earns its cost.
- Customer obsessed: you understand why customers stay or leave, and fix the cause, not the symptom.
- Excellent cultural

📌 Head of Retention (Ottawa)
🏢 KittySpout
📍 Ottawa