Customer Success Manager (Retention & Subscription Manage…

Performance Bonuses:Yes(Retention save-rate based)Work Schedule:Monday SaturdayWork Type:Full-timeRole OverviewWe are hiring anexperienced Customer Success Managerto own and drive subscription retention for our health beauty eCommerce brand.This role requires acommercially minded customer success professionalwith 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 aresults-focused success and retention role, not a reactive support position.Key ResponsibilitiesSubscription Retention Success ManagementManage inbound subscription cancellation requests via email and support ticketsPersonally handle high-risk or complex churn casesIdentify root causes for cancellations (price, results, expectations, timing, delivery, etc.)Apply structured and ethicalretention and save strategiesOffer solutions such as:Subscription pauses or skipsFrequency adjustmentsProduct education and usage guidanceApproved retention incentives or discountsSales, Retention Objection HandlingUse consultative sales techniques to handle objections confidentlyReposition value and long-term product benefitsConvert cancellation requests into:Retained subscriptionsPaused or modified subscription plansCustomer Experience Brand AdvocacyCommunicate clearly, empathetically, and professionally at all timesEnsure every interaction aligns with brand voice and valuesMaintain long-term customer trust regardless of outcomeProcess, Reporting OptimizationAccurately document cancellation reasons and outcomesFollow internal SOPs and escalation processesTrack and report on:Save ratesChurn driversRetention performanceShare insights to improve customer experience and reduce churnRequired Experience SkillsMandatory RequirementsProven experience in subscription retention or customer success rolesStrong sales background, ideally in retention, renewals, or account managementExperience witheCommerce subscription brands(health, beauty, or wellness preferred)Advanced English proficiency, written and spoken (non-negotiable)Ability to confidently communicate with international customersCore SkillsAdvanced objection handling and persuasionStrong understanding of customer psychology and churn behaviorExcellent written communication for email-based supportAbility to apply scripts naturally while personalizing responsesHighly organized and detail-orientedPerformance Metrics BonusesPerformance bonuses are tied to measurable outcomes, including:Subscription save rateChurn reductionQuality of customer interactionsSOP compliance and documentation accuracyIdeal Candidate ProfileYou view customer success as arevenue and retention function, not just supportYou are confident selling ethically and protecting lifetime valueYou are KPI-driven and accountable for outcomesYou operate comfortably in structured, SOP-led environmentsYou have a proven track record in retention-focused customer success rolesTools EnvironmentShopify or similar eCommerce platformsHelpdesk software (Zendesk, Groove, or equivalent)Subscription management toolsSlack-based communicationHow to ApplyApplicants must demonstrateprior customer success or subscription retention experience. Shortlisted candidates may be required to complete aretention scenario or objection-handling assessment. Performance Bonuses:Yes(Retention save-rate based) Performance Bonuses: Yes Work Schedule:Monday Saturday