Director of Retention

Comp | Perks | Benefits

• The base pay range for this position is $130,000 - $155,000 per year**
• Robust and affordable Medical, Dental, and Vision plan options
• Flexible time off policy

**Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual incentive plan and stock options may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

What you get to do every day

Patient Activation:

• Own end-to-end activation rates defined as a patient successfully completing onboarding, converting to a paid billing cycle, and receiving their first medication shipment on time
• Build, monitor and continuously optimize automated onboarding sequences across email, SMS, and in-app channels
• Identify and eliminate friction points in the activation funnel through rigorous data analysis and A/B testing
• Partner with Product, Clinical Ops, and Fulfillment to resolve cross-functional blockers that impact on-time medication delivery
• Own activation KPIs, set baselines, establish benchmarks, and report on performance weekly

Activation Analytics and Optimization:

• Maintain a living dashboard tracking activation cohorts, drop-off points, time-to-activation, and conversion by acquisition channel
• Conduct regular funnel audits to surface where patients are stalling and why to quantify the revenue impact of each gap
• Run structured experiments (message content, timing, channel mix, sequencing) to improve activation rates incrementally
• Develop patient segmentation frameworks to deliver more personalized activation journeys by diagnosis category, plan type, or acquisition source
• Present activation findings and recommendations to senior leadership on a regular cadence

Patient Retention:

• Own retention rate as a primary KPI, including early churn prevention, mid-tenure re-engagement, and long-term loyalty
• Design and execute multi-channel retention programs (email, SMS, push, direct mail) tailored to patient lifecycle stage
• Build churn prediction models in partnership with Data Science to identify at-risk patients before they cancel
• Develop win-back campaigns for lapsed patients; measure and optimize reactivation rates
• Leverage patient health milestones, refill cadences, and clinical signals to trigger meaningful, timely retention touchpoints
• Work closely with Patient Success and Clinical teams to align retention messaging with care quality and outcomes
• Own the full retention P&L view: understand LTV, CAC payback, and the financial impact of every retention initiative

What you bring to the role

• 5-7 years of lifecycle, CRM, or retention marketing experience ideally at a D2C, subscription, or consumer healthcare company
• Deep fluency in lifecycle metrics: activation rate, Day 7/30/90 retention, churn rate, LTV, reactivation rate