Director of Lifecycle / Retention
About the Role
We’re looking for a Director of Lifecycle/Retention to lead customer engagement, onboarding, renewals, and lifecycle growth strategy across the customer journey. This role will own how Rhythm builds long-term customer relationships — from activation and education to engagement, renewal, loyalty, and winback. You’ll lead CRM, lifecycle marketing, segmentation, personalization, and retention experimentation efforts with the goal of improving customer satisfaction, retention, renewal rates, and lifetime value. You’ll work cross-functionally with Growth, Product/Engineering, Analytics, and Operations to build scalable lifecycle systems and deliver highly personalized customer experiences. What You’ll Do Own lifecycle strategy across onboarding, engagement, retention, renewals, and reactivation Lead CRM and customer communication channels, including email, SMS, push, and in-product messaging Build segmentation, personalization, and behavioral targeting strategies across the customer lifecycle. Develop customer journey mapping and lifecycle analytics frameworks Develop retention and renewal strategies designed to improve customer tenure and reduce voluntary churn Drive experimentation and optimization initiatives across onboarding, engagement, billing, retention, and renewal journeys Partner with Product, Analytics, Customer Experience, and Operations teams to translate customer insights into scalable engagement and retention programs Build lifecycle programs that help customers better understand energy usage, costs, savings opportunities, and plan value Establish reporting, KPIs, cohort analysis, and retention performance measurement across the lifecycle funnel Lead customer lifetime value optimization efforts, including upsell, cross-sell, and loyalty initiatives Ensure customer communications align with regulatory, operational, and brand standards What We’re Looking For 7–12+ years of experience in lifecycle marketing, CRM, retention, customer engagement, or growth-focused roles Strong experience building and scaling lifecycle programs in subscription, telecom, utilities, fintech, membership, marketplace, or other data-driven consumer businesses. Experience in retail energy, utilities, or telco is a meaningful plus Deep understanding of customer segmentation, behavioral analytics, personalization, and retention strategy Strong experimentation mindset with experience running A/B and multivariate testing programs Experience with CRM and lifecycle marketing platforms such as Braze, Iterable, or similar tools Strong analytical capabilities with experience in retention metrics, cohort analysis, churn reduction, and LTV modeling Ability to balance strategic thinking with hands-on execution in a fast-moving environment Strong cross-functional collaboration and stakeholder management skills Strong AI fluency and curiosity, with experience leveraging AI-driven tools and automation to improve lifecycle operations, customer personalization, experimentation velocity, and team efficiency Success in This Role Looks Like Improved onboarding and activation rates Increased customer retention, renewal, and engagement Reduced voluntary churn Higher customer lifetime value Strong personalization and segmentation capabilities Faster experimentation velocity and lifecycle optimization Clear retention reporting and actionable customer insights Increased customer trust, satisfaction, and long-term loyalty Why Join Rhythm Opportunity to shape and scale lifecycle strategy at a high-growth company Collaborative, high-performance culture with strong cross-functional partnership Fast-moving environment where ideas can quickly turn into impact Competitive compensation and benefits package Meaningful opportunity to transform the customer experience in an industry ready for innovation