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.

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 new customer base. We're a 100% remote, lean, senior team that moves quick, and every person here has a massive impact on the business.

We use data to make decisions and live by four core values:

have a retention test live every week across subscriptions, flows or the post-purchase experience, and write down what each result teaches.

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.

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 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.

Customers are happier across the board: 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.

Build the lifecycle journey from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows.





Lead the customer experience team and set customer service policy that protects both the customer and the margin.

Fully remote, based outside the US.

Fluent in English.

Lifecycle Marketing: you build email and SMS programs (Klaviyo or similar) that drive a large share of revenue without burning the list.

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.

own the subscription program for both brands, keep at least one save or retention test live every week, grow the share of new customers who subscribe (working with the CRO Lead on on-site and post-purchase offers), and report subscribers, MRR, churn and save rate by brand every week.

own email and SMS strategy, manage the retention agency, keep the calendar live and flows in testing, keep list health and deliverability strong, and plan sale and launch campaigns with the Head of Growth and the Head of Brand & Community.

ship at least one post-purchase improvement every month, and use cancellation reasons, reviews, surveys and support contact reasons to find why customers leave and fix the cause with the owning team.

Customer experience and support:

lead the Customer Experience Manager, own the weekly CX KPI scorecard (CSAT, first response time, AI resolution rate, refund rate and chargebacks), set customer service policy, and grow 4- and 5-star reviews.

Retention data and reporting:

USD $115,000 to $145,000 a year (based on experience and expertise) + performance bonus of 15-20% of base after the trial period.

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📌 Chargé de e-commerce H/F (remote) (Toronto)
🏢 KittySpout
📍 Toronto