- Full retention strategy and roadmap - Lifecycle architecture across email, SMS, portal, and product - Subscription economics and optimization - Predictive churn modeling - Activation and time-to-value improvements - Churn reduction initiatives - All retention experiments and A/B tests - LTV modeling and reporting - Customer segmentation and personalization - Cross-sell and upsell pathways for new SKUs - Build and manage all lifecycle flows (post-purchase, education, renewal, winback) - Oversee list health, segmentation, and deliverability - Develop monthly retention campaigns and calendar - Create LTV and churn dashboards - Lead cohort analysis by SKU, acquisition source, and persona - Partner with analysts to uncover retention opportunities - Lead Skio optimization - Redesign cancellation flow and save logic - Personalize in-portal UX - Deploy pause/skip features and predictive triggers - Work with CX to reduce avoidable tickets - Partner with Brand on retention storytelling - Work with Ops to avoid stockouts that drive churn - Guide Product using customer behavior insights