toogeza - Customer Success & Retention Manager

• 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 • 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 • 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. • 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.