Customer Success & Retention Manager
New
J
JobgetherDigital healthcare
GermanyFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in customer success, customer retention, customer support, or a related leadership function; at least 2 years of experience leading other leaders.
- Required Skills
- Data AnalysisComplianceStakeholder managementCustomer SuccessZendesk
Requirements
- 5+ years of experience in customer success, customer retention, customer support, or a related leadership function.
- At least 2 years of experience leading other leaders, such as supervisors, team leads, or managers.
- Proven experience owning retention, churn, or lifetime-value metrics and demonstrating measurable improvements.
- Experience scaling customer support or Customer Success teams through periods of significant growth.
- Strong analytical capabilities, with hands-on experience analyzing churn cohorts, refund drivers, and CSAT.
- Proven experience designing and operating winback, save, or reactivation programs.
- Strong understanding of customer lifecycle management, loyalty strategies, and referrals.
- Experience managing brand reputation and customer review platforms.
- Strong knowledge of Zendesk or a comparable customer-support platform.
- Excellent communication and stakeholder-management skills to work with Sales, Operations, and Compliance.
Responsibilities
- Lead the Support, Retention, and Winback teams through their respective supervisors, setting clear objectives, performance standards, and operating structures.
- Build scalable workforce-management processes covering staffing, scheduling, coverage, and headcount planning.
- Own retention and churn performance end to end, monitoring churn rate, retention by cohort and product, save rate, and customer lifetime value.
- Develop and manage the winback strategy, including offers, communication cadence, and return-on-investment analysis.
- Optimize the customer support and retention technology stack, including Zendesk or comparable platforms.
- Partner with Compliance to ensure all customer-facing practices meet healthcare privacy and consumer-protection requirements.
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