Retention & Growth Sales Manager

hace 4 semanas

Mexico City Besque A tiempo completo

We are hiring an experienced Retention & Growth Sales Manager to own and drive subscription retention for our health & beauty eCommerce brand. This role requires a commercially minded customer success professional with strong sales and retention experience. You will manage subscription cancellations, apply advanced save strategies, and ensure customers receive proactive, value-driven support that maximizes lifetime value while maintaining brand trust. This is a results-focused success and retention role, not a reactive support position. Key Responsibilities: Subscription Retention & Success Management Manage inbound subscription cancellation requests via email and support tickets Personally handle high-risk or complex churn cases Identify root causes for cancellations (price, results, expectations, timing, delivery, etc.) Apply structured and ethical retention and save strategies Offer solutions such as: subscription pauses or skips, frequency adjustments, product education and usage guidance and approved retention incentives or discounts Sales, Retention & Objection Handling Use consultative sales techniques to handle objections confidently Reposition value and long-term product benefits Convert cancellation requests into: Retained subscriptions Paused or modified subscription plans Customer Experience & Brand Advocacy Communicate clearly, empathetically, and professionally at all times Ensure every interaction aligns with brand voice and values Maintain long-term customer trust regardless of outcome Process, Reporting & Optimization Accurately document cancellation reasons and outcomes Follow internal SOPs and escalation processes Track and report on: Save rates Churn drivers Retention performance Share insights to improve customer experience and reduce churn Required Experience & Skills | Mandatory Requirements Proven experience in subscription retention or customer success roles Strong sales background, ideally in retention, renewals, or account management Experience with eCommerce subscription brands (health, beauty, or wellness preferred) Advanced English proficiency, written and spoken (non-negotiable) Ability to confidently communicate with international customers Core Skills Advanced objection handling and persuasion Strong understanding of customer psychology and churn behavior Excellent written communication for email-based support Ability to apply scripts naturally while personalizing responses Highly organized and detail-oriented Performance Metrics & Bonuses Performance bonuses are tied to measurable outcomes, including: Subscription save rate Churn reduction Quality of customer interactions SOP compliance and documentation accuracy Ideal Candidate Profile You view customer success as a revenue and retention function, not just support You are confident selling ethically and protecting lifetime value You are KPI-driven and accountable for outcomes You operate comfortably in structured, SOP-led environments You have a proven track record in retention-focused customer success roles Tools & Environment Shopify or similar eCommerce platforms Helpdesk software (Zendesk, Groove, or equivalent) Subscription management tools Slack-based communication

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