Head of Customer Success, Retention & Winback

Toogeza; Eu; Hybride; EUR 90 000 - 150 000; Plein temps

Résumé du poste

toogeza seeks a seasoned Customer Success & Retention Manager to own the customer lifecycle after initial purchase for RNK Health. You will lead three teams—support, retention, and winback—through their supervisors, setting targets and scaling the operation globally while protecting the brand and CSAT.

You will partner with the Sales Director and own churn reduction, refunds, and loyalty initiatives, leveraging Zendesk and loyalty platforms to drive measurable improvements in LTV and customer

Qualifications

• Five or more years in customer success, retention, or support leadership.
• Two or more years leading other leaders (managing supervisors or team leads).
• You've owned retention, churn, or LTV as a number and moved it with data to prove it.
• You've scaled a support or CS team through growth.
• You live in the data — churn cohorts, refund drivers, CSAT, and can prove changes.
• You've run a winback or save program and know ROI of offers.
• You understand brand reputation and review platforms, and you play it straight.
• You know Zendesk (or a comparable platform) well enough to configure it yourself.

Responsabilités

• Own retention, refunds, CSAT, and brand reputation across three teams through their supervisors.
• Set targets, build scalable programs, and plan headcount growth.
• Partner with the Sales Director who owns acquisition, while you own the post-purchase customer lifecycle.
• Own the winback engine: offers, cadence, and ROI by product.
• Monitor CSAT, response times, resolution, and maintain a fast, human support tone.
• Develop loyalty programs and lifecycle plays to raise LTV and retention.
• Protect brand appearance: manage reviews, respond to feedback, and prevent fake reviews.
• Configure and maintain Zendesk and related tools to drive visibility and governance.
• Ensure all messaging complies with health privacy rules (HIPAA) and advertising disclosures.

Connaissances

Customer success leadership

Retention strategy

Winback program

Data-driven decision making

Team building

Outils

Zendesk

Trustpilot

Loyalty platform

Description du poste

toogeza seeks a seasoned Customer Success & Retention Manager to own the customer lifecycle after initial purchase for RNK Health. You will lead three teams—support, retention, and winback—through their supervisors, setting targets and scaling the operation globally while protecting the brand and CSAT.

You will partner with the Sales Director and own churn reduction, refunds, and loyalty initiatives, leveraging Zendesk and loyalty platforms to drive measurable improvements in LTV and customer