Retention Marketing Manager, Subscriptions

Cricut is looking for a Marketing Manager to lead retention of their subscriber base. Retention is one of the biggest levers they have to grow their subscription business, and this role owns it end to end.

Subscribers leave for 2 reasons. Some choose to cancel, often because they never discovered or tried the full set of benefits they pay for. Others leave without ever deciding to, when a card expires or a payment fails. Both are solvable.

Your objective is to make sure every subscriber gets full value from their subscription and has every reason to stay. You will own the experience from a subscriber's first days through the moment they consider leaving, across Design Space, owned channels (email, push, SMS), the web cancellation flow, and payment recovery.

Key Responsibilities:

• Benefit awareness: Build onboarding and ongoing communications so every subscriber knows the full breadth of their subscription, including new value as it's added.
• Benefit adoption: Partner with data and research to find which benefits predict retention, then get more subscribers to them sooner.
• Design journeys that move subscribers from knowing about the benefits to using the benefits.
• Voluntary churn: Own the cancellation flow end to end, including the reasons captured, the save/pause offers presented, and follow-up after someone cancels.
• Test and iterate ways to improve save rate while keeping the experience clear and compliant.
• Involuntary churn: Own the strategy to reduce churn from payment failures and expired cards, partnering with finance, engineering, and payment providers on retry logic, card updater services, and payment options.
• Build payment recovery communications that prompt subscribers to update their payment details before and after a failure.

Qualifications:

• 5+ years in retention marketing, including direct ownership of retention for a subscription product.
• A track record of moving churn, save rate, or lifetime value through testing.
• Experience with owned channels (email, push, SMS, in-app), cancellation flows, or payment recovery.
• Comfort with data and experience partnering with product and engineering to ship experience changes.

Expectations:

• Become an expert quickly. Learn the subscription business, customers, and metrics inside and out.
• Lead with impact. Bring creative ideas that drive measurable results.
• Be resourceful. Use partners across data, research, product, and international.
• Create clarity. Keep teams aligned through simple plans and crisp communication.
• Move with urgency and focus. Prioritize what matters and adjust as you learn.
• Raise the bar. Own outcomes, collaborate with low ego, and use AI to amplify impact.