Sr. Manager of Subscriber Experience

About the role

We’re looking for a Sr. Manager of Subscriber Experience to own and evolve the systems that power our direct-to-consumer subscriber experience at Grüns.

This role will serve as the primary owner of our subscription platform and the broader subscriber experience across our ecosystem. The goal is simple but ambitious: make subscribing to Grüns the most compelling way to engage with our brand — delivering a premium, membership-like experience that goes far beyond convenience or discounts.

You will lead the strategy, experimentation, and day-to-day optimization of subscription touchpoints, including cancellation flows, subscriber perks, portal experiences, and rewards. This role will also play a key role in shaping and building our loyalty and rewards program so that it works seamlessly with subscriptions to drive engagement, repeat purchase, and long-term customer value.

Reporting into our Director of Retention & Lifecycle - this is a highly cross-functional role that partners closely with Retention, Ecommerce, CX, Product, and Engineering teams. 

This role is part of our remote HQ. We operate in a fully remote, high-trust environment and come together quarterly for off-sites where we connect IRL.

In this role, you will:

• Own the strategy, optimization, and day-to-day management of our subscription platform (SKIO), including subscriber flows, cancellation experiences, LTO setups, and subscriber management features
• Continuously improve the subscriber experience across the account portal and subscription lifecycle, identifying friction points and opportunities to increase retention and satisfaction
• Develop and help launch a differentiated loyalty and rewards program that complements the subscription experience and strengthens long-term customer engagement
• Design and test subscriber benefits including milestone rewards, exclusive perks, wellness partnerships, and other membership-style incentives
• Partner with Ecommerce and Lifecycle teams to build and execute a testing roadmap across subscriber and loyalty touchpoints
• Optimize cancellation and save strategies to improve save rate while protecting long-term customer value
• Help define how loyalty, rewards, and subscription work together to create a cohesive membership-style value proposition
• Analyze subscriber and loyalty behavior using cohort analysis, repeat purchase patterns, and LTV insights to inform future improvements
• Serve as the internal subject matter expert on subscription performance, subscriber economics, and loyalty engagement
• Collaborate with technical and product partners to implement complex subscriber flows and logic within SKIO
• Help shape the long-term vision for a unified subscription and rewards experience across the Usnacks ecosyste

We're looking for someone who:

• Has 5–8+ years of experience in subscription growth, retention, lifecycle, loyalty, or monetization roles
• Has direct experience operating subscription platforms such as SKIO, Recharge, or similar tools
• Is comfortable configuring and managing complex subscriber flows inside subscription platforms
• Has experience launching or managing loyalty or rewards programs that drive incremental engagement or repeat purchase
• Brings a strong analytical mindset and experience working with cohort analysis, retention metrics, and LTV modeling
• Has experience improving subscription retention, cancellation flows, or subscriber engagement
• Is comfortable operating cross-functionally across ecommerce, lifecycle marketing, CX, and product teams
• Understands the economics of subscription businesses and how retention programs influence long-term growth

Approach to the role:

• You think about subscriptions like a product, not just a marketing ch