Director, Lifecycle & Retention

**About Us:** Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others. At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters. This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place. **About the Role** We are looking for a Director of Lifecycle & Retention to lead the delivery of an excellent customer experience across our multi-sided marketplace. In this role, you’ll own retention and lifecycle marketing - accountable for both strategy and execution. You will develop learning agendas, partner on advanced measurement approaches, and ensure that every initiative delivers clear, measurable impact and business growth through excellent experiences. You will work closely with Product, Engineering, Customer service, Finance, and Creative to build strategies with alignment, accelerate performance outcomes, and bring the right message to the right customer at the right time. You will also oversee our lifecycle team and lead cross-functional initiatives that strengthen our approach to engagement, cohort health, and long-term retention. The ideal candidate is a seasoned lifecycle and retention leader who is deeply customer obsessed, with strong analytical instincts and a bias for action, fluency across CRM and lifecycle tooling, and a track record of turning insights into scaled, measurable business growth. You are equally versed in how to design marketing programs and in how to influence product decisions through how deeply you learn about customer behavior. You bring structure to complexity and know how to guide teams toward rigor, clarity, and meaningful performance outcomes. ***What You Will Be Doing*** - Develop the strategy and roadmap for retention & lifecycle marketing across our customer journeys, spanning onboarding to long term loyalty loops. - Create and manage learning agendas and experiment frameworks that validate performance and inform prioritization - Build and own retention measurement and data in partnership with Data and Finance, including cohort analysis, LTV modeling, churn prediction, and attribution mapping - Own lifecycle channels and messaging systems (email, push, in-app, SMS, and emerging formats), ensuring the right participant is reached with the right message at the right moment - Lead and develop a world-class lifecycle and retention org - Collaborate deeply with product and engineering teams to inform the roadmap, improve signal quality, and build the tracking and infrastructure that lifecycle programs depend on - Partner with Product, Creative, Data, and Finance teams to set shared objectives, align on learning agendas, and drive accountability against measurable business growth - Evaluate customer-level and cohort-level insights to guide optimization, product decisions, and resource investment - and ultimately drive improved customer outcomes - Lead cross-functional reviews, planning cycles, and post-mortems to ensure the organization has clear visibility into results and is operating strategically - Develop scalable systems, documentation, and workflows that support transparency, efficiency, and improved results - Stay current with lifecycle trends, measurement standards, and platform capabilities to identify new opportunities for engagement and efficiency This role is based in our New York, NY hub, where we require an in-office presence three days per week. **You Will Be a Good Fit If You Have** - 10+ years of experience in lifecycle marketing, retention, or CRM, ideally within a consumer marketplace and/or a high-growth performance-driven organization - A proven track record of building and scaling lifecycle programs across multiple audiences that drive measurable business outcomes - Demonstrated expertise with cohort analysis, LTV and churn modeling, experimentation, attribution frameworks, and lifecycle and CRM platforms - Strong analytical capabilities and the ability to translate data into actionable insights and clear recommendations - Experience informing product decisions and partnering closely with product and engineering teams to ship against a shared roadmap - A genuine obsession with the customer and a habit of grounding every decision in participant behavior and needs - A strategic and operational mindset, with the ability to set long-term direction while executing near-term objectives - Exceptional communication, collaboration, and stakeholder management skills across technical and non-technical teams - A steady, proactive, solutions-oriented approach when navigating ambiguity or competing priorities - A relentless focus on measurable impact and driving real, durable business growth **Employment Type:** Full Time, Exempt **Base Compensation:** The base compensation range for this position is: **Hybrid Commitment:** $189,000 - $231,000 USD Annually This role is **hybrid** (onsite from our NYC hub location **three days per week: Tuesday, Wednesday, Thursday**)**.** Arrangements include travel **2–3 times per year** (e.g., company and department offsites). *The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.* **Full Time Employee Benefits:** - **Health Benefits**: Comprehensive medical, dental, vision, life, and disability coverage. - **Grow for Grow:** No cost access to therapy through the Grow platform (available to US employees) - **Financial Wellness**: Retirement savings programs and equity opportunities to help you invest in your future. - **Flexible Time Off, Paid Holidays & Winter Break**: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge - **Parental Leave**: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend. - **Mental Health Mornings/Afternoons**: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break. - **Wellness & Development Stipend**: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources. - **Commuter Benefits:** Pre tax commuter benefits to support teammates working from one of our hub locations. - **Home Office & Meals**: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees. - **Additional Perks:** A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance. *Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.* *Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.* ***Use of AI Tools:** We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; **they do not make final hiring decisions.*** ***Application Review:** Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's* [*AI Bias Audit Report*](https://trust.ashbyhq.com/item/ai-bias-audit-report)*.* ***Interview Recording:** We use BrightHire to record interviews, supporting note-taking and consistency across candidates.* [*Learn more*](https://help.brighthire.ai/en/articles/4484370-brighthire-for-candidates-faq)*. Interviews are confidential; you may ask your interviewer to stop recording anytime, or* [*opt out in advance*](https://app.brighthire.ai/candidate-opt-out/kcrUeiitS5Khw5AcWW_jLg)*. Choosing not to be recorded will not, by itself, affect your candidacy.* ***AI-Assisted Recruiter Screen:** For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone.* ***State-specific notices:** Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.* *Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact . We’re happy to help or offer an alternative way to participate.*