About Us Graymatter is on a mission to redefine mental performance through natural, plant-based solutions. Our flagship product, Bright Mind, is the first drinkable cognitive supplement designed to deliver the focus and flow of stimulants without the crash or compromise. Backed by science and loved by thousands, we’re scaling fast and looking for a retention-minded operator to help us deepen customer loyalty and lifetime value. This job is mostly remote, but will require occasional in person meet ups in Chicago. Role Overview We’re seeking a part-time Retention & Cx Manager to own the customer experience after purchase - turning first-time buyers into lifelong subscribers. You’ll be our internal advocate for the customer journey, digging deep into feedback, behavior, and data to reduce churn, increase LTV, and shape our retention strategy. Key Responsibilities • Analyze Cohort Retention: Segment and track customer cohorts across acquisition channels, SKUs, and behaviors to identify LTV drivers and churn risk. • Own the Post-Purchase Experience:  Work with our email specialist to review and optimize the post-purchase flow (email/SMS/campaigns) to build trust, educate customers, and improve retention. • Customer Feedback & Insights:  Design systems to collect, categorize, and surface customer feedback via surveys, reviews, CS logs, and NPS. • Retention Testing & Reporting: Test hypotheses to reduce churn (discounting, touchpoints, education) and regularly report findings to the leadership team. • Cross-Functional Collaboration: Partner with marketing, CX, and product teams to align messaging and initiatives around key retention drivers. You Might Be a Fit If You… • Have 4+ years in DTC eCommerce, CX retention roles • Are fluent in Shopify, Klaviyo, Skio, and analytics tools like Triple Whale • Think like an operator and a strategist—curious, data-driven, and scrappy • Love talking to customers, spotting patterns, and building better systems • Care about performance nutrition, biohacking, or wellness