About Pontosense

Pontosense builds privacy-first sensing technology that protects safety without cameras or wearables.

Our hardware-enabled subscription solution delivers peace of mind to families while preserving dignity and autonomy for older adults. We believe safety should never come at the cost of privacy.

We are currently growing at 25% month-over-month across our core B2B business. As we expand into D2C — now established as a long-term strategic pillar alongside our B2B growth — sustainable growth will depend not only on acquisition, but on activation, retention, and trust.

This role will build that foundation from the ground up.

Role Overview

We are looking for a D2C Customer Experience Manager to design and scale the customer experience architecture for our hardware-enabled subscription product.

This is not a traditional customer support or call-center management role.

You will build the D2C lifecycle model from the ground up — defining activation standards, retention systems, and scalable automation frameworks that reduce manual contact and improve long-term customer value.

You will work across Shopify commerce and the mobile app experience to ensure customers activate quickly, understand the product clearly, and remain long term.

You will collaborate closely with Product and the leadership team to translate customer insight into measurable business impact.

What You Will Own

D2C Activation & Retention Performance

• Own 90-day retention and early churn metrics

• Improve activation rate and time-to-value

• Identify behavioral and emotional drivers of churn

• Define and track lifecycle KPIs

Lifecycle & Automation Systems

• Design and optimize automated customer journeys across Shopify, email, in-app, and SMS touchpoints

• Reduce manual contact rate through scalable systems

• Define escalation rules for human intervention

• Build structured onboarding and communication frameworks

Hardware-Enabled Experience Design

• Optimize onboarding for hardware setup and mobile app activation

• Reduce friction across delivery, installation, and first-use stages

• Improve expectation-setting across web, packaging, and in-app flows

Voice of Customer → Product Impact

• Conduct structured customer conversations

• Analyze support logs and product behavior data

• Translate recurring friction into product and UX improvements

• Influence product prioritization based on lifecycle and retention insights

Who You Are

• 5+ years in D2C, subscription, eCommerce, or product-led growth environments

• Experience improving activation and retention metrics

• Comfortable working across Shopify ecosystems and engagement platforms (e.g., Klaviyo, Intercom, Braze or similar)

• Familiar with product analytics tools (Mixpanel, PostHog, Amplitude or similar)

• Strong analytical thinking combined with hands-on execution

• Comfortable building from scratch in an early-stage, high-growth environment

• Comfortable leveraging modern tools and AI to drive operational leverage

Bonus

• Experience with hardware-enabled subscription products

• Experience integrating commerce, engagement platforms, and product analytics systems

• Experience running lifecycle experiments (A/B testing onboarding, messaging, engagement flows)

What Success Looks Like in 90 Days

• Clear D2C lifecycle map with defined activation milestones

• Retention dashboard implemented

• Top churn drivers identified and prioritized

• Initial automation improvements launched

• Measurable improvement in activation or reduction in manual contact rate

Reporting Structure

Reports to the Director of Customer Success, with direct collaboration and exposure to executive leadership, including the COO, during D2C expansion.

Why Pontosense

• Be part of a mission-driven company reshaping the future of wellness technology.

• Work with a global team of innovators passionate about improving lives through intelligent sensing.

• Play a key role in defining customer experience and strengthening our partnerships worldwide.

• Competitive compensation and performance-based growth opportunities.

• Comprehensive health and wellness benefits.

• Flexible, hybrid work environment that values autonomy.

Our Commitment

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.

If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.

We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.

We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.

AI Disclosure:

In accordance with Ontario’s employment legislation, Pontosense confirms that we do not use artificial intelligence (AI) or automated tools to make hiring decisions. Every application is reviewed directly by our Talent team and hiring managers.

We believe in a fair and human-centred hiring experience where every candidate is given thoughtful consideration.