Hiring: Head of Retention

About youStep 1 of 6

Full nameEmailPhone — optionalLocation and time zone — optionalLinkedIn — optionalPortfolio — optionalYour CV — PDF please, up to 4 MB; it is read as part of your applicationIntro video — required · a short video of you (1 to 2 minutes), MP4, MOV or WebM up to 100 MB, or a linkor a link anyone can open (YouTube, Vimeo, Loom, or Drive shared as “Anyone with the link”):Why this role? — optional

What is your expected monthly compensation in USD (gross)?

The budget for this role is $4,000–$8,000 per month, based on experience and skill set. Please give a single figure or a narrow range, per month, in USD.

What is the earliest date you could start?

If you are on notice, give the first working day you would realistically be available.

How many hours per working day can you overlap with 9am–6pm US Eastern Time?

This role leads cross-functional work with Marketing and Customer Service, so live overlap matters.

Which country will you be working from, what nationality or residency status do you hold there, and can you invoice as an independent contractor?

We ask only because working hours, payment method and contract type depend on it. One or two lines is enough.

How many years have you worked specifically in retention, CRM, lifecycle marketing or subscription growth?

Count only time where retention or recurring revenue was part of your remit, not general marketing.

Which best describes your most recent 2 years of work?

Pick the single closest match.

Which business models have you worked in? Select all that apply.

Subscription DTC eCommerce Non-subscription eCommerce SaaS subscriptions Media or content subscriptions Consumer apps Retail or wholesale Agency serving subscription clients Other

List the companies or brands where you did retention work, with your job title and dates.

For example: "Brand X (subscription dog food, ~30k active subscribers) — Head of CRM — Mar 2021 to Aug 2023". Three most relevant is enough.

Which markets have you run retention programmes for? Select all that apply.

United States Canada UK and Ireland Western Europe Nordics Central and Eastern Europe Latin America Middle East Africa Australia and New Zealand Asia

Have you personally owned a retention rate or LTV target and improved it in a measurable way?

Answer yes only if the number was yours to move, not a metric you reported on for someone else.

What is the largest monthly recurring revenue (MRR) you have been responsible for retaining?

Use the subscriber revenue base under your retention remit, per month, in USD. Be honest — we verify.

Which of these did you personally own, rather than support? Select all that apply.

Retention rate and LTV targets Cancellation flow and save offers Lifecycle email and SMS programmes Cohort and churn analysis Subscription plan and billing logic Upsell, cross-sell and expansion Directing the customer service team Retention forecasting and exec reporting Discount and margin policy

Share a link to proof of a retention or LTV result you produced. — optional

A dashboard export, anonymised cohort chart, one-page case study or a slide with before/after numbers. Redact anything confidential and make sure the link is publicly viewable.

Share a link to the finished work itself. — optional

For example a live or recorded cancellation flow, a lifecycle programme map, a winback campaign, or a retention strategy deck.

Take the result you linked above and explain why it worked.

Include the baseline, what changed, over what period, how you knew the cause rather than assuming it, what it did to margin, and what you would do differently. Numbers please.

Which tools have you used hands-on? Select all that apply.

Klaviyo Braze or Iterable HubSpot or Salesforce Recharge, Stay AI or Skio Shopify or similar eCommerce platform Gorgias, Zendesk or Intercom Looker, Tableau or Power BI SQL or BigQuery Google Analytics / GA4 Churn or save-offer tooling None of these

How do you build a cohort and LTV view when the data is not handed to you?

Tell us which tool you use, whether you write the queries yourself, and how you would produce a first cohort retention curve in your first two weeks here.

Scenario: second-rebill churn has jumped from 18% to 25% across the last two cohorts. Cancellation reasons citing "too much product" have doubled, save-offer acceptance is flat despite a 30% discount, and the CEO wants a plan by Friday. Marketing insists acquisition quality is unchanged and Customer Service says volumes are normal. What do you do?

Write a paragraph or two. Cover what data you pull first and why, how you separate cause from correlation, what you would change upstream in lifecycle communication versus inside the cancellation flow, how you protect margin while lifting save rate, and what you would tell the CEO on Friday if you are not yet certain.

Are you willing to complete a short practical case study or strategy exercise as part of the process?

It is part of our published hiring process and is kept deliberately short.

Share a link to a 1–2 minute intro video.

Record on your phone or laptop, unedited, no slides. Say who you are, the single retention result you are proudest of and the number attached to it, and why this subscription role interests you. Upload to Loom, YouTube (unlisted), Google Drive or Vimeo and check the link is viewable by anyone.

How did you hear about this role? — optionalIs there anything we should know to make the process work for you? — optional

Optional. For example adjustments for interviews or the case study, notice period constraints, or availability windows. This has no bearing on how we assess your application.

Website

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Head of Retention

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