Head of Customer Success & Retention (Remote)

Datacontroller Toogeza Ltd.; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership & people management

Customer success

Retention & churn analytics

Winback programs

CSAT & NPS

Zendesk configuration

Tools

Zendesk

Trustpilot

Job description

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.