Director of Retention

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $130k - $155k / year

⏰ Full Time

🔴 Lead

👔 Director

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Thirty Madison

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

👥 B2C

💰 $140M Series C on 2021-06

Healthcare Insurance • B2C

Thirty Madison is a healthcare company specializing in providing personalized health solutions by harnessing technology. It offers various services that focus on treating chronic conditions, such as hair loss, migraines, and gastrointestinal issues. The company aims to improve access to healthcare by delivering expert advice and treatments directly to consumers.

📋 Description

• Own end-to-end activation rates defined as a patient successfully completing onboarding, converting to a paid billing cycle, and receiving their first medication shipment on time • Build, monitor and continuously optimize automated onboarding sequences across email, SMS, and in-app channels • Identify and eliminate friction points in the activation funnel through rigorous data analysis and A/B testing • Partner with Product, Clinical Ops, and Fulfillment to resolve cross-functional blockers that impact on-time medication delivery • Own activation KPIs, set baselines, establish benchmarks, and report on performance weekly • Maintain a living dashboard tracking activation cohorts, drop-off points, time-to-activation, and conversion by acquisition channel • Conduct regular funnel audits to surface where patients are stalling and why to quantify the revenue impact of each gap • Run structured experiments (message content, timing, channel mix, sequencing) to improve activation rates incrementally • Develop patient segmentation frameworks to deliver more personalized activation journeys by diagnosis category, plan type, or acquisition source • Present activation findings and recommendations to senior leadership on a regular cadence • Design and execute multi-channel retention programs (email, SMS, push, direct mail) tailored to patient lifecycle stage • Build churn prediction models in partnership with Data Science to identify at-risk patients before they cancel • Develop win-back campaigns for lapsed patients; measure and optimize reactivation rates • Leverage patient health milestones, refill cadences, and clinical signals to trigger meaningful, timely retention touchpoints • Work closely with Patient Success and Clinical teams to align retention messaging with care quality and outcomes • Own the full retention P&L view: understand LTV, CAC payback, and the financial impact of every retention initiative

🎯 Requirements

• 5-7 years of lifecycle, CRM, or retention marketing experience ideally at a D2C, subscription, or consumer healthcare company • Deep fluency in lifecycle metrics: activation rate, Day 7/30/90 retention, churn rate, LTV, reactivation rate • Hands-on experience with a ESP/CRM platform (Iterable, Braze, Klaviyo, or equivalent) • Strong analytical skills with SQL or BI tools (Looker, Mode, Amplitude, etc.) to pull your own data • Proven track record of running A/B and multivariate tests and translating results into roadmap decisions • Excellent cross-functional collaborator with technical and non-technical teams • Clear communicator who can distill complex performance data into executive ready narratives.

🏖️ Benefits

• Robust and affordable Medical, Dental, and Vision plan options • Flexible time off policy