Customer Success & Retention Manager
New
R
RNK HealthTelehealth
Location: EuropeFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Five or more years in customer success, retention, or support leadership, with two or more leading other leaders
- Required Skills
- Data AnalysisCustomer SuccessZendesk
Requirements
- 5+ years of experience in customer success, retention, or support leadership.
- 2+ years of experience managing other leaders, such as supervisors or team leads.
- Proven track record of improving retention, churn, or LTV metrics with supporting data.
- Experience scaling support or customer success teams during periods of growth.
- Proficiency with Zendesk or similar support platforms, including configuration capabilities.
- Experience running winback or save programs with measurable ROI.
- Strong understanding of brand reputation management and public review platforms.
- Ability to work within data-driven environments to track churn cohorts and refund drivers.
- Experience in telehealth, supplements, weight loss, or subscription-based health is a plus.
- Ability to build loyalty or referral programs from scratch is a plus.
Responsibilities
- Lead three teams (support, retention, and winback) through their supervisors.
- Manage key results including retention, churn, refunds, CSAT, and brand reputation.
- Develop and scale team structure, including workforce management, staffing, and scheduling.
- Analyze retention cohorts and refund drivers to build and implement effective save plays.
- Build and own loyalty programs, referral systems, and lifecycle plays to increase LTV.
- Configure and maintain the support and retention technology stack.
- Ensure all communications and retention programs comply with healthcare privacy and advertising regulations.
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