Customer Success & Retention Manager

Job not on LinkedIn

🔥 16 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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toogeza

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Toogeza is a recruitment and consultancy firm based in Ukraine, specializing in finding talent and providing recruitment solutions for tech companies. They offer a range of services including recruiting, sourcing, selection, onboarding assistance, auditing and setting up HR processes, and recruitment process outsourcing. Toogeza acts as a partner, deeply integrating into the hiring process by offering market insights and helping create team structures. They provide versatile hiring services for various tech domains, markets, and roles. Their core values include talent, top quality, trust, and tenacity. They serve clients worldwide, helping them find suitable candidates for both technical and leadership roles across different industries and markets.

📋 Description

• Lead the support, retention, and winback teams through their supervisors • Set targets, manage leaders, and build scalable staffing, scheduling, coverage, and workforce-management structures • Own retention metrics including churn rate, cohort and product retention, save rate, and lifetime value • Analyze why customers leave and develop and validate retention programs • Own refund rates and identify drivers related to poor fit or customer experience • Manage winback offers, cadence, results, and product-level ROI • Own CSAT and support quality, including response times, resolution, and tone • Build loyalty programs, referral programs, and lifecycle initiatives to increase lifetime value • Manage brand reputation across Trustpilot and other review platforms • Configure and maintain Zendesk and the support and retention technology stack • Ensure support, retention, and winback communications comply with HIPAA, subscription and cancellation disclosure rules, and honest review and advertising requirements • Partner with the Sales Director, compliance, sales, and operations teams • In the first 90 days, audit customer and revenue loss, set team targets, launch a retention or refund-reduction initiative, and produce loyalty, staffing, and scaling plans

🎯 Requirements

• Five or more years in customer success, retention, or support leadership • Two or more years leading other leaders, such as supervisors or team leads • Demonstrated ownership and improvement of retention, churn, or LTV metrics, supported by data • Experience scaling a support or customer success team through growth • Data proficiency with churn cohorts, refund drivers, and CSAT • Experience running a winback or save program and evaluating offer ROI • Understanding of brand reputation and review platforms • Ability to configure Zendesk or a comparable support platform • Experience in telehealth, supplements, weight loss, or another subscription health business is nice to have • Experience with Zendesk, Trustpilot, or a loyalty/retention platform is nice to have • Experience building a loyalty or referral program from scratch is nice to have • Comfort partnering with sales and operations functions is nice to have

🏖️ Benefits

• Remote work • Full-time employment • Working hours: 2:00 PM–10:00 PM UTC+3 (EEST)

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