Director of Retention - Sequencing.com

About Sequencing

Sequencing is the world’s largest direct-to-consumer whole genome sequencing platform, helping define the future of AI-powered personalized health.

We’re a Series A venture-backed, fully remote company turning clinical-grade whole genome sequencing into meaningful, personalized insights. Through AI and a growing ecosystem of genomic applications, we’re building the trusted home for every genome.

GenomeWeb named Sequencing a Best Places to Work winner, highlighting our fully remote culture of autonomy, transparency, and growth.

About the Role

Subscription retention is the biggest lever on Sequencing's growth, and this is the first role dedicated to it. As Director of Retention you own the retention number: subscription retention, renewal, and recurring revenue. You set the strategy, run the work that delivers it, and are the single accountable owner for it across product, engineering, growth, customer support, bioinformatics, and finance.

This is a hands-on operating role at a fast-moving company. You are the core owner of retention across the company. You will pull the cohort, payment, and cancel data yourself, find the causes, fix the fast ones directly (payment recovery, dunning, the cancellation flow, offers, lifecycle triggers), spec and ship the slower ones with engineering and design, and measure every change against a holdout. AI is how you work: you build your own analyses, agents, and automations with it, and you are expected to raise the bar for how the whole company uses it.

You sit on the product team and report to the CEO until the Head of Product & Customer Experience is hired, then to that role. The Head of Product & Customer Experience will own the end-to-end customer journey. You have a defined engineering allocation for retention work and direct control of billing and subscription tooling (Stripe) and of account and billing messaging in the lifecycle platform. Your closest partner is lifecycle marketing on the growth team.

What You'll Do

• Set the retention strategy: Establish targets for subscription retention, renewal, and recurring revenue, and a plan that separates levers that pay back in 90 days from ones that compound over 12 months.
• Own the retention metrics: Monitor cohort retention, trial-to-paid conversion, voluntary and involuntary churn, MRR, and LTV, reported monthly to leadership with a holdout-based read and a financial case behind each initiative.
• Find out why members leave: Analyze cohort and payment data in the warehouse and Stripe, cancel reasons, support tickets, and interviews to turn insights into actionable member fixes.
• Own the retention product roadmap: Drive fixes and features across web, coaching, and our AI-native app from trial-to-paid and onboarding through results delivery, subscription management, payment recovery, renewal, upgrade, and cancellation/win-back flows.
• Optimize the subscription offering: Define what each plan includes, how it is structured and priced, and work with finance on renewal economics and growth on offers/promotions.
• Run delivery end to end: Write specs, prioritize with engineering and design, run experiments, and oversee each release through launch and measurement.
• Drive cross-functional alignment: Bring engineering, growth, customer support, data, and finance together on shared retention goals.

Success in Your First 90 Days

• Build your own picture of why members leave straight from the data, with a dollar value on each cause.
• Ship your first changes yourself and measure the impact against a holdout group.
• Set the 12-month plan agreed with leadership and finance, outlining the revenue value for each initiative.

What You Bring

• 8+ years in direct-to-consumer subscription businesses, in product or growth, with direct ownership of a retention, renewal, or recurring-revenue number.
• A track record of measurably moving retention, churn, or lifetime value using rigorous methodologies and holdouts.
• Strong product fundamentals: clear specs, prioritized roadmaps, execution with engineering/design, and actionable experiment design.
• Fluency in subscription economics (cohorts, churn, LTV, payback, pricing) and SQL capabilities to build cohort, survival, and payment-failure views directly from the warehouse and Stripe.
• Hands-on experience with the retention toolkit (dunning, card updaters, cancellation flows, pause/downgrade paths, lifecycle triggers).
• Cross-functional leadership and executive communication skills.
• Genuine proficiency with AI tools to run independent analyses, agents, and automations.

Benefits

• Comprehensive medical, dental, and vision insurance coverage
• 401(k) with company match
• Paid time off and annual paid volunteer time off
• Fully remote work with provided equipment and internet/cell reimbursements
• Parental bonding leave
• Private, confidential clinical-grade whole genome sequencing for you and your immediate family