Customer Success & Retention Manager

The role

You will lead support, retention, and winback teams to manage customer retention, refunds, and brand reputation. You will set targets, build programs, and scale teams for a telehealth brand.

What you will do

• Own the results of support, retention, and winback teams through their supervisors
• Set targets, build structure, and manage global workforce staffing and scheduling
• Own retention metrics including churn rate, retention by cohort, and lifetime value
• Manage the refund rate and identify drivers behind it
• Own the winback engine including offers, cadence, and ROI
• Manage CSAT and support quality including response times and resolution
• Build loyalty programs, referrals, and lifecycle plays
• Manage brand reputation and reviews on platforms like Trustpilot
• Own the support and retention tool stack including Zendesk configuration
• Ensure all communications follow health privacy rules (HIPAA) and compliance

Required qualifications

• Five or more years in customer success, retention, or support leadership
• Two or more years leading other leaders such as supervisors or team leads
• Experience owning and moving retention, churn, or LTV numbers
• Experience scaling a support or CS team through growth
• Ability to work with data including churn cohorts, refund drivers, and CSAT
• Experience running a winback or save program
• Understanding of brand reputation and review platforms
• Proficiency in Zendesk or a comparable support platform

Nice to have

• Experience in telehealth, supplements, weight loss, or another subscription health business
• Experience with Zendesk, Trustpilot, or a loyalty/retention platform
• Experience building a loyalty or referral program from scratch
• Comfort partnering with sales and operations functions

Before you apply

• Send your resume plus a short note answering two questions regarding moving retention numbers and handling climbing refunds

About the company

toogeza is a Ukrainian recruiting company focused on hiring talents and building teams for tech startups worldwide. Their client, RNK Health, is a fast-growing telehealth brand.