Retention & Growth Sales Manager

hace 4 semanas

Mexico 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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