ЕвропаCustomer Success & Retention Manager
1 мес. назад
ЕвропаLeadRemote
customer supportretention managementteam leadershipcsatrefund management
Leadership role managing customer success, retention, and winback teams to improve customer lifetime value and brand reputation for a telehealth brand.
Обязанности
- The teams (support, retention, winback). Own the results of all three through their supervisors. Set clear targets, run your leaders, and build the structure to scale headcount as we grow — global workforce management, staffing, scheduling, and coverage.
- Retention and churn. Own the retention metrics end to end — churn rate, retention by cohort and by product, save rate, and lifetime value. Know why customers leave, build the plays to keep them, and prove the plays work.
- Refunds. Own the refund rate and the drivers behind it. Cut the refunds that come from bad fit or bad experience — and know the difference between a refund problem and a healthy cancellation.
- Winback. Own the winback engine — the offers, the cadence, and the results. Turn churned customers back into paying ones, and know the ROI of every winback offer by product.
- CSAT and support quality. Own CSAT and support quality — response times, resolution, and tone. Support is the front line of the brand; keep it fast, human, and on-message.
- Loyalty and lifetime value. Build and own loyalty programs, referrals, and lifecycle plays that raise LTV and make customers stick.
- Brand reputation. Own how we look to the outside world — reviews (Trustpilot and others), ratings, and public feedback. Drive real reviews the right way (never fake ones), respond to the bad ones, and protect the brand.
- Tools. Own the support and retention stack — Zendesk today, plus whatever we need to add. Configure it, keep it clean, and make sure it gives you the numbers to run the teams.
- Staying legal. We're healthcare — support, retention, and winback all touch patients. Every message and offer follows health privacy rules (HIPAA), subscription and cancellation disclosure rules, and honest review/advertising rules (no fake reviews, no claims we can't back up). You work closely with compliance.
Будет плюсом
- Experience in telehealth, supplements, weight loss, or another subscription health business
- Experience with Zendesk, Trustpilot, or a loyalty/retention platform
- You've built a loyalty or referral program from scratch
- Comfort partnering with sales and operations functions
Как откликнуться
- Send your resume plus a short note answering two questions:
- Describe a time you moved a retention or churn number. What did you change, and what were the numbers before and after?
- Refunds are climbing month over month. Walk us through how you'd find the cause and your first three moves.
Другое
- We are , a Ukrainian recruiting company that is focused on hiring talents and building teams for tech startups worldwide. People make a difference in the big game, we may help to find the right ones.
- Currently, we are looking for a Customer Success & Retention Manager for RNK Health . Location: Remote Job Type: Full-Time About our client RNK Health is a fast-growing telehealth brand. We help people get treatments like NAD+, sermorelin, tirzepatide, semaglutide, and B12 — prescribed by licensed providers and shipped to their door. We run our own ads, our own funnels, and our own sales and support team.
- You own everything that happens after the first purchase — keeping customers, winning them back, supporting them, and protecting our name. You run three teams (support, retention, and winback) through their supervisors, and you own their results: retention, refunds, CSAT, and brand reputation. If churn drops and lifetime value climbs, that's you. If refunds spike or our reviews tank, that's also you.
- This is a strategic leadership role — you're leading leaders, not working tickets yourself. You set the targets, build the programs, and scale the teams; your supervisors run the day-to-day. You partner with the Sales Director, who owns acquisition — you own the customer once they're ours.
- Five or more years in customer success, retention, or support leadership, with two or more leading other leaders (managing supervisors or team leads)
- You've owned retention, churn, or LTV as a number and moved it — with the data to prove it
- You've scaled a support or CS team through growth, not just run a steady-state one
- You're comfortable living in the data — churn cohorts, refund drivers, CSAT — and can prove a change worked
- You've run a winback or save program and know the ROI of your offers
- You understand brand reputation and review platforms, and you play it straight
- You know Zendesk (or a comparable support platform) well enough to configure it yourself
- Days 1–30: Learn the product and customer journey, sit in with support, retention, and winback, audit our retention, refund, and CSAT numbers, and hand us a written list of where we're bleeding customers and revenue.
- Days 31–60: Set targets for each team, tighten the winback offers, and launch your first retention or refund-reduction play.
- Days 61–90: Show a measurable move in retention or refunds, a plan for a loyalty program, and a staffing and scaling plan for the next quarter.