About the Company
Our client is a high-growth subscription business generating mid-eight figures in annual revenue and on a clear trajectory toward nine figures. The client is making significant investments in new product development, and this role will be at the center of turning those investments into business growth.
Role Overview
This person will own the strategy, roadmap, and team responsible for increasing customer lifetime value across the client's subscription business. They will sit at the intersection of digital product, retention, customer experience, lifecycle, CRO, personalization, loyalty, and monetization, identifying the highest-leverage opportunities to improve retention, ARPU, and customer engagement, then leading cross-functional teams to execute against them.
The leader hired will help determine which opportunities make the roadmap, how new products are integrated into the customer journey, and how to increase revenue per customer through retention, personalization, upsells, and cross-sells. They will inherit and lead a cross-functional team that includes a Product Manager, QA Analyst, Lifecycle Marketing Manager, and three software engineers, with the opportunity to further shape and scale the function over time.
What They're Looking For
- Exceptional roadmap judgment and prioritization instincts. Able to identify the highest-leverage opportunities, source winning ideas from inside and outside the industry, and focus teams on the few initiatives that will drive the biggest business impact.
- Deep experience growing LTV and revenue per customer through upsells, cross-sells, retention, personalization, lifecycle marketing, loyalty, and customer experience initiatives.
- People leader who can build, coach, and elevate teams across Digital Product, CRO, Engineering, and Lifecycle Marketing while maintaining a high bar for strategy, execution, and decision-making.
- Strong product and design instincts, with a track record of building high-performing CRO and experimentation programs.
Ideal Profile
- 10+ years of experience in Product, Growth Product, Retention, Lifecycle, or Digital Experience leadership.
- Experience at a scaled ecommerce or subscription business, ideally $50M+ in annual revenue and/or helping a company successfully navigate multiple stages of growth. Subscription-first experience strongly preferred.
- Deep understanding of subscription economics, retention, churn reduction, loyalty, personalization, upsells, onboarding, and customer journey optimization.
- Exceptional prioritization and roadmap-building instincts; able to consistently identify the highest-impact opportunities and avoid low-leverage work.
- Strong strategic thinker who actively sources and adapts winning ideas from inside and outside their industry.
