About the role

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 us scale from approximately 40 orders per day to 2-3x our current volume.

You will be responsible for monitoring subscription health, forecasting churn, improving customer journeys, resolving subscription issues, and leading our Customer Support Manager to ensure customers receive an outstanding experience.

This is not a passive support role. We are looking for someone who brings ideas, identifies opportunities, researches solutions, and recommends tools and strategies that improve retention and customer satisfaction.

Key Responsibilities

Customer Success & Retention

• Monitor subscriber health and retention metrics
• Forecast churn and identify potential retention risks before they occur
• Analyze cancella...