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Raylo is a subscription infrastructure platform enabling leading electronics brands (PlayStation, HP, Dyson) to transition from one-off device sales to recurring subscription programmes. The company has over $100m ARR, is profitable and growing fast, with over 250,000 subscriptions. Raylo operates an AI-powered operating system managing device subscriptions end-to-end, including credit and fraud decisioning, lifecycle operations, and financing.
You will be a founding member of the retention function, reporting directly to the Senior CRM Manager as a high-impact individual contributor. This role offers real ownership from day one, with immediate visibility and impact as the customer base scales toward 500k+ subscribers.
Key responsibilities include:
- Own the retention roadmap end-to-end, building upgrade, renewal, churn-reduction and win-back journeys with regular testing cadence and measurement against retention targets
- Master your CRM platform (Customer.io or similar) at depth: manage campaigns daily, optimise journeys, and own reporting across email, SMS, push, and in-app channels using Liquid templating and segment-level testing
- Embed customer segmentation and personalisation by partnering with Analytics and Product to understand cohort dynamics and test segment-specific campaigns
- Own your own numbers: pull and interpret data from BigQuery, build and maintain dashboards (Looker/Lightdash), and report on retention, churn, NDR and ARR contribution to leadership
- Build new programmes: scope and launch win-back and reactivation campaigns, drive app-based retention journeys, and contribute to Upgrade Anytime and loyalty initiatives
- Apply AI throughout: ship AI agents and tooling using Claude, n8n and other tools to automate flow build, copy, segmentation and QA
You'll work closely with Product, Engineering, and Risk Strategy teams in a small, aggressive-growth environment where impact is visible and processes are being rebuilt with AI at the core.
Requirements:
- 3+ years in CRM, lifecycle or retention marketing
- Proven track record owning a retention, renewal, upgrade or win-back programme with numbers and measurement backing
- 3+ years hands-on, at depth, with a Customer Engagement Platform (Customer.io ideal; Braze, Iterable, Klaviyo or similar acceptable)
- Degree-level education
- Hands-on with AI tools (Claude, n8n, ChatGPT, Perplexity) with active daily use in your work
- Deeply curious and proactive; want to understand why customers churn and experiment with new approaches
- Comfortable interpreting and presenting your own data from BigQuery or similar data sources, with hands-on experience in Looker, Lightdash or comparable tools
- Excellent communication skills and strong cross-functional operator ability
Nice to have:
- Experience in subscription businesses, fintech, telco, hardware-as-a-service, D2C subscription, insurance or streaming where retention is a board-level metric
- Strong command of Liquid templating, email/SMS/push build, HTML, and A/B testing methodology in lifecycle journeys
- Background in a small team or scale-up where you built things
- Commercial literacy: think in ARR and NDR, not campaign opens; understand trade-offs and tie effort to business value
