Customer Success & Retention Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success & Retention Manager based in Spain.
As Customer Success & Retention Manager, you will own the customer experience from the first purchase onward, with direct responsibility for retention, refunds, customer satisfaction, winback, and brand reputation. You will lead three customer-facing functions through their supervisors, focusing on strategy, performance, and scalable team structures rather than day-to-day ticket management. The role combines people leadership, customer lifecycle strategy, data analysis, and operational execution in a fast-growing digital healthcare environment. You will identify the drivers behind churn and refunds, build programs to improve customer loyalty, and measure their impact on lifetime value. You will also oversee the systems, processes, and quality standards that support customer care and retention. This is a high-ownership role for a data-driven leader who can balance commercial performance, customer experience, and healthcare compliance.
Accountabilities
Lead the Support, Retention, and Winback teams through their respective supervisors, setting clear objectives, performance standards, and operating structures.
Build scalable workforce-management processes covering staffing, scheduling, coverage, and headcount planning as the customer base grows.
Own retention and churn performance end to end, monitoring churn rate, retention by cohort and product, save rate, and customer lifetime value.
Analyze why customers leave and develop targeted retention strategies, lifecycle programs, and save plays designed to reduce avoidable churn.
Own refund performance and identify the underlying drivers, distinguishing between healthy cancellations and refunds caused by poor customer fit or experience.
Develop and manage the winback strategy, including offers, communication cadence, product-level performance, and return-on-investment analysis.
Set and improve customer satisfaction and support-quality standards, monitoring CSAT, response times, resolution rates, and communication quality.
Develop loyalty, referral, and lifecycle programs designed to increase customer engagement, retention, and lifetime value.
Manage external brand reputation across review platforms and public feedback channels, ensuring authentic review generation and professional responses to negative feedback.
Own and optimize the customer support and retention technology stack, including Zendesk or comparable platforms, ensuring clean configuration, reliable reporting, and effective workflows.
Establish data-driven reporting that allows leadership to understand customer behavior, identify revenue leakage, and measure the effectiveness of retention and winback initiatives.
Partner closely with Sales and Operations to ensure a smooth transition from acquisition through the complete customer lifecycle.
Work closely with Compliance to ensure customer communications, retention offers, cancellation processes, reviews, advertising, and support practices comply with applicable healthcare privacy and consumer-protection requirements.
Establish quarterly staffing, performance, and scaling plans aligned with business growth.
Deliver measurable improvements in retention, refunds, customer satisfaction, and customer lifetime value.
5+ years of experience in customer success, customer retention, customer support, or a related leadership function.
At least 2 years of experience leading other leaders, such as supervisors, team leads, or managers.
Proven experience owning retention, churn, or lifetime-value metrics and demonstrating measurable improvements through data-driven initiatives.
Experience scaling customer support or Customer Success teams through periods of significant growth, rather than managing only a steady-state operation.
Strong analytical capabilities, with hands-on experience analyzing churn cohorts, refund drivers, CSAT, retention rates, and customer lifetime value.
Proven experience designing and operating winback, save, or reactivation programs, including the ability to evaluate the ROI of different offers and approaches.
Strong understanding of customer lifecycle management, loyalty strategies, referrals, and retention programs.
Experience managing brand reputation and customer review platforms, with a commitment to authentic, transparent customer feedback practices.
Strong knowledge of Zendesk or a comparable customer-support platform, including the ability to configure workflows, reporting, and operational processes.
Strong people-management, coaching, and performance-management skills, with the ability to lead through supervisors rather than managing frontline tickets directly.
Excellent communication and stakeholder-management skills, with the ability to work effectively with Sales, Operations, Compliance, and other business functions.
Strong commercial and operational judgment, with the ability to balance customer experience, retention, profitability, and compliance.
A highly data-driven, structured, and hands-on approach to identifying problems, testing solutions, and measuring results.
Experience in telehealth, supplements, weight management, subscription healthcare, or another health-related recurring-revenue business is a plus.
Experience with Zendesk, Trustpilot, loyalty platforms, or other customer-retention technologies is advantageous.
Experience building a loyalty or referral program from the ground up is a plus.
Comfort working in a fast-moving, remote environment where priorities and customer needs evolve quickly.
Fully remote working opportunity within a European environment.
Full-time position with significant ownership over customer experience and retention strategy.
Strategic leadership scope overseeing Support, Retention, and Winback functions through their supervisors.
Opportunity to directly influence customer retention, lifetime value, refunds, CSAT, and brand reputation.
Significant autonomy to design customer lifecycle programs, loyalty initiatives, winback strategies, and operational improvements.
Opportunity to build and scale customer-facing teams and workforce-management processes as the business grows.
Exposure to data-driven customer lifecycle management within a fast-growing digital healthcare environment.
Opportunity to work cross-functionally with Sales, Operations, and Compliance leadership.
Ability to shape the customer support and retention technology stack and reporting infrastructure.
High-impact role where measurable improvements in customer and business outcomes are a core part of success.