Posted 10 months ago
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Responsibilities
We are hiring an experienced Customer Success Manager to own and drive subscription retention for our health and beauty eCommerce brand.
This role requires a commercially minded customer success professional with strong sales and retention experience. You will manage subscription cancellations, apply advanced save strategies, and ensure customers receive proactive, value-driven support that maximizes lifetime value while maintaining brand trust. This is a results-focused success and retention role, not a reactive support position.
Key Responsibilities:
Subscription Retention and Success Management
* Manage inbound subscription cancellation requests via email and support tickets.
* Personally handle high-risk or complex churn cases.
* Identify root causes for cancellations (price, results, expectations, timing, delivery, etc.).
* Apply structured and ethical retention and save strategies.
* Offer solutions such as subscription pauses or skips, frequency adjustments, product education and usage guidance, and approved retention incentives or discounts.
Sales, Retention, and Objection Handling
* Use consultative sales techniques to handle objections confidently.
* Reposition value and long-term product benefits.
* Convert cancellation requests into retained subscriptions or paused/modified subscription plans.
Customer Experience and Brand Advocacy
* Communicate clearly, empathetically, and professionally at all times.
* Ensure every interaction aligns with brand voice and values.
* Maintain long-term customer trust regardless of outcome.
Process, Reporting, and Optimization
* Accurately document cancellation reasons and outcomes.
* Follow internal SOPs and escalation processes.
* Track and report on save rates, churn drivers, and retention performance.
* Share insights to improve customer experience and reduce churn.
Required Experience and Skills
* Proven experience in subscription retention or customer success roles.
* Strong sales background, ideally in retention, renewals, or account management.
* Experience with eCommerce subscription brands (health, beauty, or wellness preferred).
* Advanced English proficiency, written and spoken.
* Ability to confidently communicate with international customers.
Core Skills
* Advanced objection handling and persuasion.
* Strong understanding of customer psychology and churn behavior.
* Excellent written communication for email-based support.
* Ability to apply scripts naturally while personalizing responses.
* Highly organized and detail-oriented.
Performance Metrics and Bonuses
* Performance bonuses are tied to measurable outcomes including subscription save rate, churn reduction, quality of customer interactions, SOP compliance, and documentation accuracy.
Tools and Environment
* Shopify or similar eCommerce platforms.
* Helpdesk software (Zendesk, Groove, or equivalent).
* Subscription management tools.
* Slack-based communication.
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