Subscription Retention Specialist

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn’t. By recruiting globally for specific client roles, we’ve grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, and one of our open roles fits, we’d like to meet you.

Role Summary

We are hiring a Subscription Retention Specialist to focus exclusively on improving customer retention and reducing subscription churn. You will analyze customer cohorts, optimize cancellation experiences, develop win-back strategies, and manage failed-payment recovery initiatives.

This is a highly analytical, hands-on role for someone who can identify why subscribers leave, determine where retention opportunities exist, and turn customer and subscription data into practical initiatives that improve retention and customer lifetime value.

Key Responsibilities

Retention & Churn Analysis

• Own ongoing analysis of subscription retention and churn

• Conduct cohort analysis to understand customer behavior and retention trends

• Identify patterns and drivers behind cancellations and customer drop-off

• Monitor retention performance and identify opportunities for improvement

• Translate customer and subscription data into actionable retention initiatives

Cancellation Flow Optimization

• Review and optimize the subscription cancellation experience

• Identify opportunities within the cancel flow to reduce preventable churn

• Test retention offers, messaging, and other interventions designed to retain subscribers

• Analyze cancellation behavior and use findings to improve retention strategies

Win-Back Strategy

• Develop and execute initiatives to re-engage former subscribers

• Build and optimize win-back campaigns

• Evaluate win-back performance and continuously refine approaches based on results

• Identify customer segments with the greatest potential for reactivation

Failed-Payment Recovery

• Own strategies for recovering subscriptions affected by failed payments

• Monitor failed-payment trends and recovery performance

• Improve recovery workflows to reduce involuntary churn

• Identify opportunities to make payment recovery more effective and efficient

Required Qualifications

• Experience managing retention initiatives for a subscription-based ecommerce business

• Experience testing and optimizing retention offers and customer lifecycle messaging

• Strong understanding of subscription customer behavior and lifecycle performance

Preferred Qualifications

• Bachelor's degree in Supply Chain, Operations, Business, or related field

• Direct experience working with co-manufacturers or 3PLs

• Familiarity with consumer goods, food & beverage, or similar regulated manufacturing environments

• Exposure to basic accounting functions: AP support, intercompany invoicing, month-end reconciliation

• Experience with SPS Commerce or similar EDI platforms

• Experience with Power BI (or Tableau / Looker) for inventory and supply chain reporting

• Familiarity with Amazon DC routing, FBA/FBM workflows, or related D2C fulfillment

Tools & Technologies

• CIN7 (ERP), Microsoft Excel (advanced), Google Sheets, SPS Commerce or comparable EDI platforms, Power BI (a plus), 3PL portals, Amazon Seller Central / Vendor Central (a plus); Slack, Zoom, Google Workspace, Microsoft Office

Core Competencies

• Detail-oriented and process-driven

• Reliable and consistent in meeting recurring close deadlines

• Collaborative, particularly with Accounting, QC, and co-manufacturing partners

• Comfortable balancing scheduled recurring work with ad hoc requests

• Proactive in flagging inventory discrepancies and resolving them at the source

• Calm under multi-system, multi-deadline pressure

• Strong documentation discipline

What We Offer

• Best salaries in the industry

• work remotely from the location specified for this role permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.