About

• Lifecycle & Retention Lead

• Your Opportunity
• We’re supporting a fast-growing Canadian fintech that has reimagined how people manage their largest recurring expenses and is focused on helping them gain more value from every dollar spent. Already processing over a billion dollars in annual payment volume and serving a rapidly expanding user base, the team is building critical financial infrastructure that demands robust, secure, and scalable systems.
• As the platform continues to grow, long-term success increasingly depends on how effectively customers are activated, educated, and retained over time. Lifecycle performance sits at the center of product adoption, trust, and repeat usage.
• This role is designed to own the customer journey end to end, from first interaction through habitual usage and long-term retention. It is a senior individual contributor position with broad cross-functional ownership and a clear path to building and scaling a dedicated lifecycle or CRM function as the company grows.

• Key Responsibilities
• Lifecycle strategy ownership: Own the end-to-end lifecycle strategy across onboarding, activation, engagement, retention, reactivation, and winback
• Product partnership: Partner closely with Product to improve conversion and activation through in-product journeys, education, prompts, and optimized user flows
• Lifecycle programs: Design and operate lifecycle messaging across email, in-app, push, and SMS, with channel selection informed by product context and compliance requirements
• Segmentation and personalization: Build and maintain behavioural, cohort-based, and value-based segmentation frameworks to drive relevance and reduce message fatigue
• Experimentation and optimization: Establish and run a structured experimentation engine using A/B tests, holdouts, and cohort analysis tied to real retention and churn outcomes
• Churn ownership: Lead churn monitoring and root-cause analysis using retention curves, leading indicators, cancellation signals where applicable, and qualitative feedback loops
• Behavioural strategy: Define lifecycle north-star behaviours and next-best-action strategies that drive repeat usage and long-term customer value
• Data foundations: Collaborate with Data and Engineering on event tracking, customer states, and data pipelines to ensure lifecycle programs are reliable and measurable
• Roadmap and scale: Own the lifecycle roadmap and operating cadence, and over time hire and scale lifecycle specialists across CRM operations, analytics, and messaging

• Your Know-How
• 5-10 years of experience in lifecycle, CRM, or retention roles within consumer technology, fintech, or subscription-based companies
• Demonstrated success improving activation, retention, and churn through structured lifecycle programs and close collaboration with product teams
• Strong analytical capabilities, with comfort working in funnels, cohorts, experimentation design, and retention curve analysis
• Practical technical fluency, including the ability to partner effectively with engineers on event schemas, data quality, and journey logic
• Strong instincts for customer messaging and copy quality, with the ability to set direction and maintain high standards
• Experience building lifecycle foundations from scratch, including tooling, templates, QA processes, deliverability practices, governance, and measurement frameworks

• It’s a Bonus If
• You have hands-on experience with lifecycle platforms such as Customer.io, Klaviyo, or similar tools, as well as CDPs like Segment
• Your background includes building retention loops in fintech or fintech-adjacent products where trust, education, frequency, and habit formation are core to engagement