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.
Key Responsibilities:
Subscription Retention & 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 & Objection Handling
- 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
Customer Experience & 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 & Optimization
- 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
Required Experience & Skills | Mandatory Requirements
- 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
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 & Bonuses
Performance bonuses are tied to measurable outcomes, including:
- Subscription save rate
- Churn reduction
- Quality of customer interactions
- SOP compliance and documentation accuracy
Ideal Candidate Profile
- 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
Tools & Environment
- Shopify or similar eCommerce platforms
- Helpdesk software (Zendesk, Groove, or equivalent)
- Subscription management tools
- Slack-based communication
