Job description

We believe communication belongs to everyone. We exist to democratize phone service. TextNow is evolving the way the world connects, and that's because we're made up of people with curious minds who bring an optimistic, yet critical lens into the work we do. We're the largest provider of free phone service in the nation. And we're just getting started. Join us in our mission to break down barriers to communication and free the flow of conversation for people everywhere. TextNow is building the most flexible phone service in North America. As an app-first wireless carrier, we serve ambitious, self-directed people who expect transparency, value, and freedom in how they connect, control over their phone service with no contracts, no hidden fees, and no rigid rules. And we're growing, bringing our mission and technology to an expanding suite of products. As we enter our next phase of growth, retention and lifetime value are our biggest opportunities. We are looking for a hands-on, data-driven Senior Lifecycle Marketing Manager, Retention to own the customer relationship from the first paid moment through everything that follows, and to turn retention into a core driver of engagement and sustainable revenue. Reporting to the Head of Lifecycle Marketing, you will own the post-monetization customer lifecycle: sustaining engagement, deepening monetization, preventing churn, and winning back lapsed customers. This is a senior ownership role for a retention expert. You will determine the strategy, methods, and tactics for the post-monetization lifecycle, making key decisions within your area of expertise and receiving general direction rather than task-level oversight. You'll define the strategy and roadmap for your stage of the lifecycle, own the KPIs that measure it, and build the programs that move them. If you're hands-on in an ESP (especially Braze), love digging into data, and think in stages, cohorts, and retention curves, we want to hear from you. Lead Retention & Engagement Strategy Define and own strategy for the post-monetization customer relationship: sustaining active, paying users and reinforcing habits that correlate with long-term value Determine which retention channels and tactics to invest in, scale, or sunset based on incrementality data, not just execute a pre-set channel mix Build behavior-triggered engagement programs across email, push, in-app and custom channels, tied to real usage signals rather than batch sends Own recurring monetization (rewards, plan upgrades, data upsells) as a natural extension of engagement, deepening value without eroding trust Own the performance, evolution, and investment roadmap of the Rewards program, determining where to double down or divest Define and manage dormancy: what it means for different cohorts, how it's detected early, and how it's addressed before it becomes churn Drive Reactivation & Winback Own reactivation and winback across the base, building efficient, evergreen flows with distinct strategies for free-plan dormancy vs. paid-plan churn Develop the currently untapped conversion path from one-off pass purchasers to recurring plans Measure & Own the Numbers Own retention-stage KPIs end to end, from primary-user retention to voluntary churn Measure incremental impact through holdouts and controls Translate behavioral and cohort data into a prioritized, roadmapped program of work you define and drive Operate Across the Lifecycle Own a program area with impact across Product, Data Science, Platform/Operations, and Creative. The retention and reactivation roadmap you drive shapes prioritization and investment decisions beyond the LCM team itself Operate with product fluency across the full TextNow offering, leveraging features across the lifecycle Drive cross-functional projects (Product, Data Science, Creative) from start to finish, adapting communication style to influence stakeholders Who you are: 6–10 years in lifecycle, CRM, or retention marketing, with meaningful ownership of retention and winback strategy and outcomes: not just executing campaigns, but owning, building and evolving the strategy behind them A specialist in retention and reactivation who has built dormancy, churn-reduction, and winback programs that measurably moved the numbers, and you can point to the impact Someone who has operated at a senior level and wants to stay hands-on and close to the craft Deep command of behavioral segmentation, trigger-based programs, and experimentation design Highly analytical and data-fluent, with a strong command of cohort analysis and incremental measurement Experienced operator who understands lifecycle infrastructure, platform architecture such as Braze or similar tools, and marketing systems design A collaborative cross-functional partner who can align Product, Data Science, and Creative around your retention & reactivation roadmap Growth-oriented but deeply protective of customer trust, brand equity, and long-term value creation Comfortable operating with visibility and accountability in a fast-scaling environment CAD Salary Range: 103,000 - 148,000 USD Salary Range: 114,000 - 164,000 NYC, CT, NJ, Seattle, LA, San Diego USD Salary Range: 126,000 - 180,400 San Francisco / Bay Area USD Salary Range: 137,000 - 196,800 Final compensation will be determined based on a number of factors, including skills, experience, location and on-the-job performance. We’re committed to paying competitively to hire and retain high-caliber talent. We recognize that exceptional talent may fall outside of these ranges; we encourage all qualified candidates to apply even if their compensation expectations are outside of the listed range. This posting is for a current active vacancy More about TextNow Our culture We’re proud of the culture that we’ve built at TextNow, but one of the most common questions we hear is ‘how do you continue to sustain it as the world and the company continues to change?’ The reality is that we’re only able to keep up because each and every TextNovian contributes to our culture through being involved, by living our values, sharing feedback, embracing change and more!  Our values Customer Obsessed We strive to have a deep understanding of our customers. Do Right By Our People We treat each other with fairness, respect, and integrity. Accept the Challenge We adopt a "Yes, We Can" mindset to achieve ambitious goals. Act Like an Owner We treat this company like it's our own... because it is! Give a Damn We are deeply committed and passionate about our work and achieving results. Our benefits and more This is a brief overview of the benefits that TextNow offers its employees. More complete details can be found in TextNow’s Benefit Guide and legal plan documents, which are available to employees on or shortly after their start date with TextNow. The benefits listed herein are for illustrative purposes only and may change from time-to-time in TextNow’s sole discretion. Free phone service Hybrid role with offices in Waterloo and San Francisco Strong work life blend  Employee stock options  Unlimited vacation  12 paid holidays per year Competitive pay Health, dental, and vision benefits Short-term & long-term disability $750 annual wellness benefit or healthcare spending account RRSP matching (Canada) | 401(K) (USA) Parental leave for eligible employees Learning & Development opportunities We travel a few times a year for various team events, company-wide off-sites, and more More information about our total rewards package will be available during the hiring process. Dogfooding & Customer Obsession At TextNow, every employee gets to actively use our app for calling and texting. Dogfooding helps us experience what customers do, to spot issues early, and drive better design, developer, and user experiences. Diversity and Inclusion Our aim is to make every person who joins TextNow feel like they belong, that they’re valued, and that they’re able to be their authentic selves at work.  We’re all accountable for creating an inclusive culture and a sense of belonging for one another. By doing this together, we’ll make TextNow better for everyone.  Equal opportunity We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. Applicants who require reasonable accommodation during the hiring process may contact our Talent Team. AI usage: We use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact our Talent Team. TextNow Candidate Policy By submitting an application to TextNow, you agree to the collection, use, and disclosure of your personal information in accordance with the  TextNow Candidate Policy

Requirements

Must-haves

Join us in our mission to break down barriers to communication and free the flow of conversation for people everywhere.
Reporting to the Head of Lifecycle Marketing, you will own the post-monetization customer lifecycle: sustaining engagement, deepening monetization, preventing churn, and winning back lapsed customers.
If you're hands-on in an ESP (especially Braze), love digging into data, and think in stages, cohorts, and retention curves, we want to hear from you.
Lead Retention & Engagement Strategy
Define and own strategy for the post-monetization customer relationship: sustaining active, paying users and reinforcing habits that correlate with long-term value
Determine which retention channels and tactics to invest in, scale, or sunset based on incrementality data, not just execute a pre-set channel mix
Build behavior-triggered engagement programs across email, push, in-app and custom channels, tied to real usage signals rather than batch sends
Own recurring monetization (rewards, plan upgrades, data upsells) as a natural extension of engagement, deepening value without eroding trust
Own the performance, evolution, and investment roadmap of the Rewards program, determining where to double down or divest
Define and manage dormancy: what it means for different cohorts, how it's detected early, and how it's addressed before it becomes churn
Drive Reactivation & Winback
Own reactivation and winback across the base, building efficient, evergreen flows with distinct strategies for free-plan dormancy vs. paid-plan churn
Develop the currently untapped conversion path from one-off pass purchasers to recurring plans
Measure & Own the Numbers
Own retention-stage KPIs end to end, from primary-user retention to voluntary churn
Measure incremental impact through holdouts and controls
Translate behavioral and cohort data into a prioritized, roadmapped program of work you define and drive
Operate Across the Lifecycle
Own a program area with impact across Product, Data Science, Platform/Operations, and Creative. The retention and reactivation roadmap you drive shapes prioritization and investment decisions beyond the LCM team itself
Operate with product fluency across the full TextNow offering, leveraging features across the lifecycle
Drive cross-functional projects (Product, Data Science, Creative) from start to finish, adapting communication style to influence stakeholders
6–10 years in lifecycle, CRM, or retention marketing, with meaningful ownership of retention and winback strategy and outcomes: not just executing campaigns, but owning, building and evolving the strategy behind them
A specialist in retention and reactivation who has built dormancy, churn-reduction, and winback programs that measurably moved the numbers, and you can point to the impact
Someone who has operated at a senior level and wants to stay hands-on and close to the craft

Nice-to-haves

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Platform: greenhouse
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Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave

Wellness