Head of Customer Success, Retention & Winback

Datacontroller Toogeza Ltd.; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

RNK Health is seeking a strategic Customer Success & Retention Manager to own post-purchase journeys. You will lead three teams—support, retention, and winback—through their supervisors, setting targets, and scaling headcount as we grow globally.

Partner with Sales on the acquisition handoff to maximize retention, refunds, and lifetime value. You will shape loyalty initiatives, drive CSAT, manage brand reputation, and own the ROI of winback offers.

Qualifications

• 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

Responsibilities

• 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.
• Retention and churn. Own the retention metrics end to end — churn rate, retention by cohort and by product, save rate, and lifetime value.
• 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, ratings, and public feedback. Drive real reviews the right way 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. You work closely with compliance.

Skills

Leadership

Customer success

Retention

Data analytics

Zendesk

Tools

Zendesk

Job description

RNK Health is seeking a strategic Customer Success & Retention Manager to own post-purchase journeys. You will lead three teams—support, retention, and winback—through their supervisors, setting targets, and scaling headcount as we grow globally.

Partner with Sales on the acquisition handoff to maximize retention, refunds, and lifetime value. You will shape loyalty initiatives, drive CSAT, manage brand reputation, and own the ROI of winback offers.