Customer Success and Retention Manager at Jobgether

J

Customer Success and Retention Manager

Jobgether

Netherlands

Remote

Expert

posted 3 days ago

Vacancy Summary

Join a partner company as a Customer Success and Retention Manager in the Netherlands, where you will enhance customer experience and drive retention strategies in a fast-growing digital healthcare environment. This role combines leadership, data analysis, and operational execution.

Required skills

Compliance

Lifecycle Management

Analytical Skills

Reporting

Consumer protection

regulations

Quality standards

Planning

Customer Success

Communication

Strategic Leadership

Workflows

Infrastructure

Monitoring

Cross-Functional Collaboration

customer retention

sales

Retention Strategies

Customer Lifetime Value

Privacy

People Leadership

Performance Analysis

Healthcare

Scheduling

configuration

Growth

Operations

Teams

Feedback

SOLID

Data Analysis

Technology

Strategy

Support

ROI

influence

Clear

Benefits

Program Design

Operational Execution

Loyalty Programs

Measurement

Zendesk

Staffing

Evaluation

Customer Lifecycle

Tracking

Analyzing

Metrics

Commercial Judgment

Workforce Management

engagement

English level

Fluent

In this role, you will be responsible for overseeing the customer experience from the initial purchase through retention, refunds, customer satisfaction, winback, and brand reputation. You will lead three customer-facing teams through their supervisors, focusing on strategic performance and scalable structures rather than day-to-day ticket management. Your work will involve people leadership, customer lifecycle strategy, data analysis, and operational execution in a dynamic digital healthcare setting.

Accountabilities

•

Lead the Support, Retention, and Winback teams through their supervisors, establishing clear objectives and performance standards.

•

Develop scalable workforce-management processes for staffing, scheduling, and headcount planning as the customer base expands.

•

Monitor and manage retention and churn performance, analyzing metrics such as churn rate and customer lifetime value.

•

Identify reasons for customer churn and create targeted retention strategies and lifecycle programs to mitigate avoidable losses.

•

Analyze refund performance to differentiate between healthy cancellations and those stemming from poor customer fit or experience.

•

Design and manage winback strategies, including offers and performance analysis.

•

Set customer satisfaction and support-quality standards, tracking CSAT and response times.

•

Create loyalty, referral, and lifecycle programs to enhance customer engagement and retention.

•

Manage the external brand reputation across review platforms, ensuring authentic feedback practices.

•

Optimize customer support technology, ensuring effective workflows and reliable reporting.

•

Collaborate with Sales and Operations for seamless transitions throughout the customer lifecycle.

•

Work with Compliance to ensure adherence to healthcare privacy and consumer protection regulations.

•

Establish quarterly staffing and performance plans aligned with business growth.

•

Deliver measurable improvements in retention, refunds, customer satisfaction, and lifetime value.

Requirements

•

Minimum of 5 years of experience in customer success, retention, or related leadership roles.

•

At least 2 years of experience leading teams or other leaders.

•

Proven track record in managing retention and churn metrics with measurable improvements.

•

Experience scaling customer support or success teams during significant growth phases.

•

Strong analytical skills with hands-on experience in analyzing customer data.

•

Experience in designing winback or reactivation programs with ROI evaluation.

•

Deep understanding of customer lifecycle management and retention strategies.

•

Experience managing brand reputation and customer reviews.

•

Proficiency in Zendesk or similar platforms, including workflow configuration.

•

Excellent people-management and performance-management skills.

•

Strong communication and stakeholder-management skills.

•

Solid commercial judgment balancing customer experience and compliance.

•

Data-driven approach to problem-solving and results measurement.

•

Experience in telehealth or subscription healthcare is a plus.

•

Familiarity with customer-retention technologies is advantageous.

•

Experience building loyalty programs from scratch is a plus.

•

Ability to thrive in a fast-paced, remote environment.

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