--- title: "Customer Success & Retention Manager" company: "Toogeza" company_url: "https://www.remjobs.works/companies/toogeza" url: "https://www.remjobs.works/job/toogeza-customer-success-retention-manager-c3f8f0c9-1e1e-4f38-a5b0-b6d732317b9f" apply_url: "https://jobs.ashbyhq.com/toogeza/da72ae88-3c7c-42bd-906f-8629bbf10171" workplace: onsite location: "Europe" employment_type: full-time seniority: mid role: customer-support region: europe date_posted: 2026-09-15T11:44:35.466Z first_seen_by_remjobs: 2026-09-15T19:10:35.413Z --- # Customer Success & Retention Manager **Toogeza** · Europe Apply: https://jobs.ashbyhq.com/toogeza/da72ae88-3c7c-42bd-906f-8629bbf10171 ## About Toogeza Семья 3.0 beta - иллюстрированная газета Петербургской семьи с тремя детьми ## About the role We are **toogeza**, a Ukrainian recruiting company that is focused on hiring talents and building teams for tech startups worldwide. People make a difference in the big game, we may help to find the right ones. Currently, we are looking for a **Customer Success & Retention Manager **for **RNK Health**. **Location:** Remote **Job Type:** Full-Time **About our client** RNK Health is a fast-growing telehealth brand. We help people get treatments like NAD+, sermorelin, tirzepatide, semaglutide, and B12 — prescribed by licensed providers and shipped to their door. We run our own ads, our own funnels, and our own sales and support team. **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. **What you'll own** - The teams (support, retention, winback). Own the results of all three 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. - Retention and churn. Own the retention metrics end to end — churn rate, retention by cohort and by product, save rate, and lifetime value. Know why customers leave, build the plays to keep them, and prove the plays work. - Refunds. Own the refund rate and the drivers behind it. Cut the refunds that come from bad fit or bad experience — and know the difference between a refund problem and a healthy cancellation. - Winback. Own the winback engine — the offers, the cadence, and the results. Turn churned customers back into paying ones, and know the ROI of every winback offer by product. - CSAT and support quality. Own CSAT and support quality — response times, resolution, and tone. Support is the front line of the brand; keep it fast, human, and on-message. - Loyalty and lifetime value. Build and own loyalty programs, referrals, and lifecycle plays that raise LTV and make customers stick. - Brand reputation. Own how we look to the outside world — reviews (Trustpilot and others), ratings, and public feedback. Drive real reviews the right way (never fake ones), respond to the bad ones, and protect the brand. - Tools. Own the support and retention stack — Zendesk today, plus whatever we need to add. Configure it, keep it clean, and make sure it gives you the numbers to run the teams. - Staying legal. We're healthcare — support, retention, and winback all touch patients. Every message and offer follows health privacy rules (HIPAA), subscription and cancellation disclosure rules, and honest review/advertising rules (no fake reviews, no claims we can't back up). You work closely with compliance.**Who we're looking for** - 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**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. --- Source: Toogeza's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/toogeza-customer-success-retention-manager-c3f8f0c9-1e1e-4f38-a5b0-b6d732317b9f