VP of Subscription, Retention & CX at Freebird

United States

Want to own the growth and profitability of a 9 figure subscriber business? Freebird® is a 9-figure DTC brand serving over 2 million customers and redefining shaving for the modern consumer. We’ve built a strong acquisition engine and scaled rapidly, and now we’re looking for a leader to own what happens after the first purchase. This role owns the entire subscriber business, from retention and churn to customer experience and lifetime value. It’s not just lifecycle marketing or customer support. It’s about building a system that turns customers into long-term, high-value subscribers and drives sustainable, profitable growth at scale. The Mission Own and scale Freebird’s post-purchase experience to maximize subscriber lifetime value. Every part of the journey, from onboarding to renewal to long-term engagement, should drive higher retention, stronger engagement, and more revenue per subscriber. Your mandate is to turn customers into long-term, high-value subscribers. What You’ll OwnSubscriber Retention & LTV You own the health and growth of the subscription business. • Reduce churn and extend subscriber tenure • Improve reactivation and win-back performance • Increase lifetime value per subscriber • Improve cancellation save rate through lifecycle and CX improvements 👉 Direct ownership of retention and subscriber profitability. Customer Journey Optimization Redesign the full lifecycle experience. • Map the full journey from first purchase to long-term subscription • Identify key churn and disengagement moments • Improve onboarding, product usage, replenishment, and renewal flows • Increase engagement leading into renewal moments • Improve cancellation flows to reduce unnecessary churn 👉 Define how customers experience the brand over time. Subscriber Revenue Growth Increase the value of each subscriber. • Increase AOV and orders per subscriber • Improve cross-sell and upsell performance • Drive higher revenue per subscriber • Expand LTV through better product and lifecycle strategy 👉 Grow revenue without increasing acquisition spend. Lifecycle & Experimentation Build a system of continuous improvement. • Design and run lifecycle experiments across onboarding, retention, and churn • Test pricing, offers, billing cadence, and engagement strategies • Scale what works and continuously improve systems 👉 Turn retention into a repeatable growth engine. Loyalty & Customer Value Programs Deepen customer relationships. • Launch loyalty or membership programs • Improve referral and advocacy behavior • Build programs that increase engagement and repeat purchasing 👉 Increase long-term customer value beyond transactions. Customer Intelligence Define how we understand our customers. • Build cohort-level understanding of retention drivers • Identify churn moments across the lifecycle • Deliver insights that inform product, growth, and merchandising • Report on subscriber health and performance 👉 Turn customer behavior into strategy. What Success Looks Like Within 12 to 18 months: • Churn decreases and subscriber tenure increases • LTV grows meaningfully across cohorts • Save rate and reactivation performance improve • Revenue per subscriber increases • Customer experience improves while support becomes more efficient • Retention becomes a predictable, scalable growth lever 👉 The subscription business becomes stronger, more profitable, and more resilient. We are looking for a subscription operator, not a lifecycle marketer. • Experience leading retention or lifecycle strategy in a DTC subscription business with 300K+ subscribers • Deep understanding of retention curves, churn drivers, and LTV modeling • Experience improving save rates, win-back performance, and subscriber tenure • Strong experimentation mindset across lifecycle and CX • Experience leading retention and lifecycle teams, with exposure to customer support (CX a plus) • Ability to connect customer behavior to business outcomes You should: • Think in retention curves, churn moments, and cohort LTV • Focus on subscriber economics, not just campaigns • Be equally strong in strategy and execution • Operate with ownership of the subscriber business Remote-first and flexible Competitive compensation with performance bonus Medical, dental, and vision insurance 401(k) with company match Unlimited PTO Why Freebird Autonomy and ownership with real decision-making power Fast-moving, high-performance culture Low politics, high accountability Opportunity to scale a 9-figure brand into its next chapter Collaborative, kind, and high-trust environment If you think in churn curves, retention drivers, and lifetime value, and want to build a system that turns customers into long-term revenue, we want to talk.