Customer Success & Retention Manager

Accountabilities

• Lead the Support, Retention, and Winback teams through their respective supervisors, setting clear objectives, performance standards, and operating structures.


• Build scalable workforce-management processes covering staffing, scheduling, coverage, and headcount planning as the customer base grows.


• Own retention and churn performance end to end, monitoring churn rate, retention by cohort and product, save rate, and customer lifetime value.


• Analyze why customers leave and develop targeted retention strategies, lifecycle programs, and save plays designed to reduce avoidable churn.


• Own refund performance and identify the underlying drivers, distinguishing between healthy cancellations and refunds caused by poor customer fit or experience.


• Develop and manage the winback strategy, including offers, communication cadence, product-level performance, and return-on-investment analysis.


• Set and improve customer satisfaction and support-quality standards, monitoring CSAT, response times, resolution rates, and communication quality.


• Develop loyalty, referral, and lifecycle programs designed to increase customer engagement, retention, and lifetime value.


• Manage external brand reputation across review platforms and public feedback channels, ensuring authentic review generation and professional responses to negative feedback.


• Own and optimize the customer support and retention technology stack, including Zendesk or comparable platforms, ensuring clean configuration, reliable reporting, and effective workflows.


• Establish data-driven reporting that allows leadership to understand customer behavior, identify revenue leakage, and measure the effectiveness of retention and winback initiatives.


• Partner closely with Sales and Operations to ensure a smooth transition from acquisition through the complete customer lifecycle.


• Work closely with Compliance to ensure customer communications, retention offers, cancellation processes, reviews, advertising, and support practices comply with applicable healthcare privacy and consumer-protection requirements.


• Establish quarterly staffing, performance, and scaling plans aligned with business growth.


• Deliver measurable improvements in retention, refunds, customer satisfaction, and customer lifetime value.

• 5+ years of experience in customer success, customer retention, customer support, or a related leadership function.


• At least 2 years of experience leading other leaders, such as supervisors, team leads, or managers.


• Proven experience owning retention, churn, or lifetime-value metrics and demonstrating measurable improvements through data-driven initiatives.


• Experience scaling customer support or Customer Success teams through periods of significant growth, rather than managing only a steady-state operation.


• Strong analytical capabilities, with hands-on experience analyzing churn cohorts, refund drivers, CSAT, retention rates, and customer lifetime value.


• Proven experience designing and operating winback, save, or reactivation programs, including the ability to evaluate the ROI of different offers and approaches.


• Strong understanding of customer lifecycle management, loyalty strategies, referrals, and retention programs.


• Experience managing brand reputation and customer review platforms, with a commitment to authentic, transparent customer feedback practices.


• Strong knowledge of Zendesk or a comparable customer-support platform, including the ability to configure workflows, reporting, and operational processes.


• Strong people-management, coaching, and performance-management skills, with the ability to lead through supervisors rather than managing frontline tickets directly.


• Excellent communication and stakeholder-management skills, with the ability to work effectively with Sales, Operations, Compliance, and other business functions.


• Strong commercial and operational judgment, with the ability to balance customer experience, retention, profitability, and compliance.


• A highly data-driven, structured, and hands-on approach to identifying problems, testing solutions, and measuring results.


• Experience in telehealth, supplements, weight management, subscription healthcare, or another health-related recurring-revenue business is a plus.


• Experience with Zendesk, Trustpilot, loyalty platforms, or other customer-retention technologies is advantageous.


• Experience building a loyalty or referral program from the ground up is a plus.


• Comfort working in a fast-moving, remote environment where priorities and customer needs evolve quickly.

• Fully remote working opportunity within a European environment.


• Full-time position with significant ownership over customer experience and retention strategy.


• Strategic leadership scope overseeing Support, Retention, and Winback functions through their supervisors.


• Opportunity to directly influence customer retention, lifetime value, refunds, CSAT, and brand reputation.


• Significant autonomy to design customer lifecycle programs, loyalty initiatives, winback strategies, and operational improvements.


• Opportunity to build and scale customer-facing teams and workforce-management processes as the business grows.


• Exposure to data-driven customer lifecycle management within a fast-growing digital healthcare environment.


• Opportunity to work cross-functionally with Sales, Operations, and Compliance leadership.


• Ability to shape the customer support and retention technology stack and reporting infrastructure.


• High-impact role where measurable improvements in customer and business outcomes are a core part of success.

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