[Hiring] Customer Success & Retention Manager @Toogeza

Role Description

Currently, we are looking for a Customer Success & Retention Manager for RNK Health .

Location: Remote

Job Type: Full-Time

What this job is:

• You own everything that happens after the first purchase — keeping customers, winning them back, supporting them, and protecting our name.
• You run three teams (support, retention, and winback) through their supervisors, and you own their results: retention, refunds, CSAT, and brand reputation.
• If churn drops and lifetime value climbs, that's you. If refunds spike or our reviews tank, that's also you.
• This is a strategic leadership role — you're leading leaders, not working tickets yourself.
• You set the targets, build the programs, and scale the teams; your supervisors run the day-to-day.
• You partner with the Sales Director, who owns acquisition — you own the customer once they're ours.

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.

Requirements

• Own the results of all three teams (support, retention, winback) through their supervisors.
• Set clear targets, run your leaders, and build the structure to scale headcount as we grow — global workforce management, staffing, scheduling, and coverage.
• Own the retention metrics end to end — churn rate, retention by cohort and by product, save rate, and lifetime value.
• Own the refund rate and the drivers behind it.
• Own the winback engine — the offers, the cadence, and the results.
• Own CSAT and support quality — response times, resolution, and tone.
• Build and own loyalty programs, referrals, and lifecycle plays that raise LTV and make customers stick.
• Own how we look to the outside world — reviews (Trustpilot and others), ratings, and public feedback.
• Own the support and retention stack — Zendesk today, plus whatever we need to add.
• Ensure compliance with health privacy rules (HIPAA), subscription and cancellation disclosure rules, and honest review/advertising rules.

Nice to have

• Experience in telehealth, supplements, weight loss, or another subscription health business.
• Experience with Zendesk, Trustpilot, or a loyalty/retention platform.
• You've built a loyalty or referral program from scratch.
• Comfort partnering with sales and operations functions.

First 90 days

• Days 1–30: Learn the product and customer journey, sit in with support, retention, and winback, audit our retention, refund, and CSAT numbers, and hand us a written list of where we're bleeding customers and revenue.
• Days 31–60: Set targets for each team, tighten the winback offers, and launch your first retention or refund-reduction play.
• Days 61–90: Show a measurable move in retention or refunds, a plan for a loyalty program, and a staffing and scaling plan for the next quarter.

How to apply

Send your resume plus a short note answering two questions:

• Describe a time you moved a retention or churn number. What did you change, and what were the numbers before and after?
• Refunds are climbing month over month. Walk us through how you'd find the cause and your first three moves.