Customer Success & Retention Manager

📋 Description

• Lead the Support, Retention, and Winback teams through their respective supervisors, setting clear
• Build scalable workforce-management processes covering staffing, scheduling, coverage, and
• Own retention and churn performance end to end, monitoring churn rate, retention by cohort and
• Analyze why customers leave and develop targeted retention strategies, lifecycle programs, and save
• Own refund performance and identify the underlying drivers, distinguishing between healthy
• Develop and manage the winback strategy, including offers, communication cadence, product-level

🎯 Requirements

• 5+ years of experience in customer success, customer retention, customer support, or a related
• 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
• Experience scaling customer support or Customer Success teams through periods of significant
• Strong analytical capabilities, with hands-on experience analyzing churn cohorts, refund drivers
• Proven experience designing and operating winback, save, or reactivation programs, including the

🎁 Benefits

• Fully remote working opportunity within a European environment.
• Full-time position with significant ownership over customer experience and retention strategy.
• Strategic leadership scope overseeing Support, Retention, and Winback functions through their
• Opportunity to directly influence customer retention, lifetime value, refunds, CSAT, and brand
• Significant autonomy to design customer lifecycle programs, loyalty initiatives, winback
• Opportunity to build and scale customer-facing teams and workforce-management processes as the