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