Customer Success Manager (Retention & Subscription Management)

Performance Bonuses: Yes (Retention & save-rate based)

Work Schedule: Monday – Saturday

Work Type: Full-time

We are hiring an experienced Customer Success Manager to own and drive subscription retention for our health & 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.

• 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
• Approved retention incentives or discounts

• Use consultative sales techniques to handle objections confidently
• Reposition value and long-term product benefits
• Convert cancellation requests into:
• Retained subscriptions
• Paused or modified subscription plans

• 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

• Accurately document cancellation reasons and outcomes
• Follow internal SOPs and escalation processes
• Track and report on:
• Save rates
• Churn drivers
• Retention performance
• Share insights to improve customer experience and reduce churn

• 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 (non-negotiable)
• Ability to confidently communicate with international customers

• 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 bonuses are tied to measurable outcomes, including:

• Subscription save rate
• Churn reduction
• Quality of customer interactions
• SOP compliance and documentation accuracy

• You view customer success as a revenue and retention function , not just support
• You are confident selling ethically and protecting lifetime value
• You are KPI-driven and accountable for outcomes
• You operate comfortably in structured, SOP-led environments
• You have a proven track record in retention-focused customer success roles

• Shopify or similar eCommerce platforms
• Helpdesk software (Zendesk, Groove, or equivalent)
• Subscription management tools
• Slack-based communication

Applicants must demonstrate prior customer success or subscription retention experience . Shortlisted candidates may be required to complete a retention scenario or objection-handling assessment .