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Part-Time Retention Manager
Full-time
As the Retention Manager, you will own and improve the subscriber experience across the customer lifecycle. Your primary objective is to preserve and increase retention while helping scale from approximately 40 orders per day to 2-3x current volume.
You will monitor subscription health, forecast churn, improve customer journeys, resolve subscription issues, and lead the Customer Support Manager. This is not a passive support role; they want someone who brings ideas, identifies opportunities, and recommends tools and strategies.
Key Responsibilities
Monitor subscriber health and retention metrics; forecast churn and identify retention risks before they occur.
Analyze cancellation reasons and create retention initiatives, win-back campaigns, and soft-landing offers.
Own the overall subscription customer experience and resolve customer-impacting issues.
Coordinate with the payment processing provider on subscription issues, payment failures, and account updates.
Track retention KPIs, project revenue, and build reporting systems with visibility into customer behavior.
Lead and manage the Customer Support Manager and set support standards.
Research retention best practices and recommend new software, automations, and AI-driven workflows.
Required Skills & Qualifications
Experience in retention, subscriptions, customer success, lifecycle marketing, or eCommerce operations.
Strong analytical and problem-solving skills with a track record of reducing churn.
Ability to interpret data and make actionable recommendations.
Comfortable communicating with third-party vendors and partners.
Excellent written and verbal English communication and strong project management.
Ability to work independently and take ownership.
Tools: ClickUp, Slack, and Google Workspace.
