Company Overview
Scentiment
is one of the fastest-growing eCommerce fragrance retailers in the United States, recognized for its rapid growth and innovative approach to the online fragrance market. We blend data, creativity, and customer obsession to redefine how consumers discover and purchase fragrance online. As we continue to scale, optimization and experimentation sit at the core of our growth strategy.
About the Role Customer Retention & Subscription Manager
will own and grow our subscription business. This role is responsible for improving customer lifetime value by reducing churn, increasing repeat purchases, and optimizing the end-to-end subscription experience. You’ll combine data, experimentation, and customer insight to build long-term customer relationships and predictable recurring revenue.
Key Responsibilities
Own customer retention and subscription performance across the customer lifecycle
Develop and execute strategies to reduce churn and increase subscription retention, reactivation, and upgrades
Analyze customer behavior, cohort performance, and churn drivers to inform strategy
Design and optimize subscription journeys, including onboarding, renewal, pause/cancel flows, and win-back campaigns
Partner with Marketing, Product, CX, and Engineering to improve subscription UX and value proposition
Plan and run lifecycle marketing initiatives (email, SMS, in-app, loyalty, referrals) with a subscription lens
Test and iterate on pricing, bundling, incentives, and offers to improve LTV and ARPU
Own retention and subscription KPIs (churn, retention rate, LTV, MRR, AOV, repeat purchase rate)
Gather and synthesize customer feedback to improve product and subscription experience
What You’ll Bring
3–6+ years of experience in customer retention, lifecycle marketing, or growth for ecommerce or subscription businesses
Strong understanding of subscription economics and metrics (churn, LTV, MRR, cohort analysis)
Experience working with subscription platforms (e.g., Recharge, Skio, Stripe, Recurly, Chargebee, or similar)
Data-driven mindset with the ability to turn insights into action
Experience running A/B tests and experiments across the customer lifecycle
Strong cross-functional collaboration and communication skills
Customer-first mindset with a focus on long-term value creation
Nice to Have
Experience in DTC ecommerce or consumer brands
Familiarity with CRM and lifecycle tools (Klaviyo, Braze, HubSpot, Iterable, etc.)
Experience with loyalty or membership programs
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is one of the fastest-growing eCommerce fragrance retailers in the United States, recognized for its rapid growth and innovative approach to the online fragrance market. We blend data, creativity, and customer obsession to redefine how consumers discover and purchase fragrance online. As we continue to scale, optimization and experimentation sit at the core of our growth strategy.
About the Role Customer Retention & Subscription Manager
will own and grow our subscription business. This role is responsible for improving customer lifetime value by reducing churn, increasing repeat purchases, and optimizing the end-to-end subscription experience. You’ll combine data, experimentation, and customer insight to build long-term customer relationships and predictable recurring revenue.
Key Responsibilities
Own customer retention and subscription performance across the customer lifecycle
Develop and execute strategies to reduce churn and increase subscription retention, reactivation, and upgrades
Analyze customer behavior, cohort performance, and churn drivers to inform strategy
Design and optimize subscription journeys, including onboarding, renewal, pause/cancel flows, and win-back campaigns
Partner with Marketing, Product, CX, and Engineering to improve subscription UX and value proposition
Plan and run lifecycle marketing initiatives (email, SMS, in-app, loyalty, referrals) with a subscription lens
Test and iterate on pricing, bundling, incentives, and offers to improve LTV and ARPU
Own retention and subscription KPIs (churn, retention rate, LTV, MRR, AOV, repeat purchase rate)
Gather and synthesize customer feedback to improve product and subscription experience
What You’ll Bring
3–6+ years of experience in customer retention, lifecycle marketing, or growth for ecommerce or subscription businesses
Strong understanding of subscription economics and metrics (churn, LTV, MRR, cohort analysis)
Experience working with subscription platforms (e.g., Recharge, Skio, Stripe, Recurly, Chargebee, or similar)
Data-driven mindset with the ability to turn insights into action
Experience running A/B tests and experiments across the customer lifecycle
Strong cross-functional collaboration and communication skills
Customer-first mindset with a focus on long-term value creation
Nice to Have
Experience in DTC ecommerce or consumer brands
Familiarity with CRM and lifecycle tools (Klaviyo, Braze, HubSpot, Iterable, etc.)
Experience with loyalty or membership programs
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