Lutra Job Template (Copy)

12/21/2025

The Lifecycle & Retention Lead will own the end-to-end lifecycle strategy, focusing on onboarding, activation, engagement, retention, and reactivation. This role involves designing lifecycle messaging and collaborating with product teams to improve customer activation and retention.

Working Hours

40 hours/week

Company Size

2-10 employees

Language

English

Visa Sponsorship

About The Company

Lutra alleviates the tightest constraint innovators face: the time and attention of the talented people capable of executing the plan. Our recruitment solutions meet our clients and candidates where they are. We offer adaptable service models ranging from embedded talent-as-a-service to success-based and retained headhunting. Our practice is built upon decades of experience supporting the growth of technology and venture businesses through research & development, go-to-market, operations, and executive searches. Lutra’s vision is succinct: provide a talent edge to the innovators creating tomorrow’s possibilities and the teams mindful of our duty of care to future generations. Up for an exploratory chat? Connect with us via hello@lutrapartners.com

About the Role

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

Key Skills

Lifecycle StrategyProduct PartnershipLifecycle ProgramsSegmentationPersonalizationExperimentationOptimizationChurn MonitoringBehavioural StrategyData FoundationsRoadmapAnalyticsMessagingCustomer MessagingTechnical FluencyRetention Loops