Customer Success & Retention Manager

Datacontroller Toogeza Ltd.; United States; Remote; USD 140.000 - 210.000; Vollzeit

Zusammenfassung

RNK Health is seeking a Customer Success & Retention Manager to own the post-purchase journey, keep customers engaged, win them back when needed, and protect the brand.

You will lead three teams (support, retention, and winback) through supervisors, set targets, and scale headcount as the company grows. This is a strategic, leadership role working with the Sales Director to own the customer lifecycle.

Qualifikationen

• Five+ years in customer success, retention, or support leadership with experience managing managers or team leads.
• Proven track record owning retention, churn, or LTV and moving metrics.
• Experience scaling a CS or support team during growth.
• Comfort analyzing churn cohorts, refund drivers, and CSAT to prove changes.
• Experience running a winback or save program and demonstrating ROI.
• Familiarity with brand reputation and review platforms; honest, transparent handling of feedback.
• Proficient with Zendesk or equivalent support platforms and able to configure it.

Aufgaben

• Own the three teams—support, retention, and winback—through their supervisors; set targets and build scalable headcount plans.
• Lead retention strategy end-to-end: churn reduction, cohort analysis, and lifetime value improvements.
• Own refunds by identifying root causes and reducing non-value-driven churn.
• Run the winback engine: craft offers, cadence, and measure ROI by product.
• Own CSAT and support quality: response times, resolution, and tone as the brand's first line of support.
• Develop loyalty and lifecycle programs to increase lifetime value and customer advocacy.
• Protect brand reputation via proactive review management and timely responses to feedback.
• Manage the tech stack (Zendesk today) and integration needs to drive visibility and outcomes.
• Work with compliance to ensure health privacy, subscription terms, and advertising rules are followed.

Kenntnisse

Leadership & people management

Customer success

Retention & churn analytics

Winback programs

CSAT & NPS

Zendesk configuration

Tools

Zendesk

Trustpilot

Jobbeschreibung

We are toogeza, 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
Working hours: 2:00 PM–10:00 PM UTC+3 (EEST)

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.

What this job is

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.

What you'll own

• 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.

Who we’re looking for

• 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

Nice to have

• 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

First 90 days

• 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.