Customer Success & Retention Manager

We are toogeza, a Ukrainian recruiting company that is focused on hiring talents and building teams for tech startups worldwide. People make a difference in the big game, we may help to find the right ones.

Currently, we are looking for a Customer Success & Retention Manager for RNK Health.

Location: Remote
Job Type: Full-Time

About our client
RNK Health is a fast-growing telehealth brand. We help people get treatments like NAD+, sermorelin, tirzepatide, semaglutide, and B12 — prescribed by licensed providers and shipped to their door. We run our own ads, our own funnels, and our own sales and support team.

You own everything that happens after the first purchase — keeping customers, winning them back, supporting them, and protecting our name. You run three teams (support, retention, and winback) through their supervisors, and you own their results: retention, refunds, CSAT, and brand reputation. If churn drops and lifetime value climbs, that's you. If refunds spike or our reviews tank, that's also you.

This is a strategic leadership role — you're leading leaders, not working tickets yourself. You set the targets, build the programs, and scale the teams; your supervisors run the day-to-day. You partner with the Sales Director, who owns acquisition — you own the customer once they're ours.

• Five or more years in customer success, retention, or support leadership, with two or more leading other leaders (managing supervisors or team leads)

• You've owned retention, churn, or LTV as a number and moved it — with the data to prove it

• You've scaled a support or CS team through growth, not just run a steady-state one

• You're comfortable living in the data — churn cohorts, refund drivers, CSAT — and can prove a change worked

• You've run a winback or save program and know the ROI of your offers

• You understand brand reputation and review platforms, and you play it straight

• You know Zendesk (or a comparable support platform) well enough to configure it yourself
  
  

• Experience in telehealth, supplements, weight loss, or another subscription health business

• Experience with Zendesk, Trustpilot, or a loyalty/retention platform

• You've built a loyalty or referral program from scratch

• Comfort partnering with sales and operations functions
  
  

Send your resume plus a short note answering two questions:

• Describe a time you moved a retention or churn number. What did you change, and what were the numbers before and after?

• Refunds are climbing month over month. Walk us through how you'd find the cause and your first three moves.