Customer Retention Manager

We are seeking a results-focused Customer Retention Manager to design, launch, and scale their entire outbound subscription retention program. This role is fully dedicated to increasing subscription retention, reducing churn, and maximizing customer lifetime value within a high-volume DTC subscription business.

This is a rare opportunity to build a new, revenue-driving function from scratch. The successful candidate will be a hands-on operator and team builder with deep expertise in subscription churn mechanics, sales psychology, and outbound save strategies.

This individual will be the first dedicated hire for this function, responsible for designing, building, and leading the Save Desk strategy and team, converting cancellation requests into retained and optimized subscriptions.

THE BRAN

DOur client is a rapidly scaling, eight-figure DTC brand in the men’s health space, offering subscription-based solutions for hair loss. Having already mastered customer acquisition, the business is now prioritizing subscription retention and LTV growth as its most critical lever for scaling profitably toward nine figures

. WHAT’S IN IT FOR Y

• OUExecutive ownership: Step into a brand-new, mission-critical function where you have complete autonomy to design and build the team and processes the way you know they should ru
• n.Significant financial impact: Your direct success will be measured by a tangible increase in LTV and attributed revenue, positioning you as a key driver of the company's growth to nine figure
• s.Join a high-growth trajectory: The client is an established DTC leader, past 8 figures, with strong product-market fit. Your role is to build the operational function that ensures sustained scal
• e.Remote flexibility: This is a 100% remote contractor role with flexible hours, designed for results over micromanagemen

t. WHAT YOU’RE GETTING I

NTOStrategy & Subscription Retention Program Build-

• OutDesign and launch the full subscription retention framework, including a multi-tiered outbound playbook triggered at the point of cancellati
• on.Build foundational elements such as subscription-focused SOPs, customer segmentation models, incentive structures, and high-conversion save scrip
• ts.Analyze subscription churn drivers, including product education gaps, usage compliance, and time-to-results expectatio
• ns.Test and optimize subscription save levers, including education, plan pauses, frequency adjustments, and targeted offers, with a clear focus on LTV impa

ct. Team Leadership & Subscription Operat

• ionsRecruit, train, and manage a dedicated Subscription Retention Specialist (Save Desk) team, with commission structures aligned to retained subscription va
• lue.Establish performance management systems tied to subscription retention K
• PIs.Lead ongoing coaching, call reviews, and QA to maintain a high-performing subscription save operat

ion. Data, Analytics & Cross-Functional Collabor

• ationOwn and report on subscription health metrics, including Save Rate, Contact Rate, churn by cohort, cancellation reasons, and LTV im
• pact.Build dashboards for real-time visibility into subscription retention perform
• ance.Collaborate closely with Customer Support leadership to integrate retention workflows into the broader subscription lifec

ycle. WHO Y

• OU ARE5+ years of demonstrable success in Customer Retention, Subscription Operations, or Sales Management, with a proven history of building or significantly scaling a 'Save Desk' or outbound retention
• team.Strong understanding of subscription churn mechanics, LTV optimization, and specific experience with subscription management tools (e.g., CheckoutChamp,
• Loop).Deep knowledge of objection handling, negotiation, and sales techniques required to convert an intent-to-cancel into a retained cus
• tomer.Expert at designing KPIs, using cohort analysis, building performance dashboards, and making decisions based on conversion and profit me
• trics.Highly adept at creating scalable processes, SOPs, training materials, and scripts from sc
• ratch.Experienced user of CRM systems (e.g., HubSpot, Salesforce, Gorgias, Zendesk) and comfortable with BI tools for analytics and repo

rting.BONUS POINTS IF YO

• U HAVEExperience in the beauty, health, or wellness DTC
• space.Background scaling teams within an 8-9 figure, high-growth enviro
• nment.Direct experience leading or managing offshore teams across various global locations (e.g., Philippines, Pakistan, Eastern Eu

rope). WHAT SUCCESS LOO

• KS LIKE30 Days: A full audit of subscription cancellation volume and churn drivers is completed, and a detailed 90-day subscription retention launch plan is pre
• sented.60 Days: The foundational subscription retention team is hired, scripts and SOPs are live, dashboards are operational, and the Save Desk is actively driving subscription
• saves.90 Days: The team is fully built and operational, training and QA are systemized, and measurable improvements in subscription retention, reduced churn, and increased LTV are being re

ported. RECRUITMENT

1. PROCESSScreening Call: A detailed discussion with our specialist recruiter to review your experience, cultural fit, and strategic approach to building a retention f
2. unction.1st Interview: An in-depth conversation with the Director of Operations to discuss your process implementation and vision for t
3. he team.Practical Assignment: A relevant task will be assigned to evaluate your skills in designing a retention playbook, for which the client is open to providing compe
4. nsation.Final Interview: A concluding discussion with the senior leadership team to discuss your assignment, leadership philosophy, and alignment with the company's long-term growt

h goals.