Retention & growth sales manager

hace 6 días

Chihuahua City, México Besque A tiempo completo

We are hiring an experienced Retention & Growth Sales Manager to own and drive subscription retention for our health & beauty e Commerce 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 ManagementManage inbound subscription cancellation requests via email and support ticketsPersonally handle high-risk or complex churn casesIdentify root causes for cancellations (price, results, expectations, timing, delivery, etc.)Apply structured and ethical retention and save strategiesOffer solutions such as: subscription pauses or skips, frequency adjustments, product education and usage guidance and approved retention incentives or discountsSales, Retention & Objection HandlingUse consultative sales techniques to handle objections confidentlyReposition value and long-term product benefitsConvert cancellation requests into:Retained subscriptionsPaused or modified subscription plansCustomer Experience & Brand AdvocacyCommunicate clearly, empathetically, and professionally at all timesEnsure every interaction aligns with brand voice and valuesMaintain long-term customer trust regardless of outcomeProcess, Reporting & OptimizationAccurately document cancellation reasons and outcomesFollow internal SOPs and escalation processesTrack and report on:Save ratesChurn driversRetention performanceShare insights to improve customer experience and reduce churnRequired Experience & Skills | Mandatory RequirementsProven experience in subscription retention or customer success rolesStrong sales background, ideally in retention, renewals, or account managementExperience with e Commerce subscription brands (health, beauty, or wellness preferred)Advanced English proficiency, written and spoken (non-negotiable)Ability to confidently communicate with international customersCore SkillsAdvanced objection handling and persuasionStrong understanding of customer psychology and churn behaviorExcellent written communication for email-based supportAbility to apply scripts naturally while personalizing responsesHighly organized and detail-orientedPerformance Metrics & BonusesPerformance bonuses are tied to measurable outcomes, including:Subscription save rateChurn reductionQuality of customer interactionsSOP compliance and documentation accuracyIdeal Candidate ProfileYou view customer success as a revenue and retention function, not just supportYou are confident selling ethically and protecting lifetime valueYou are KPI-driven and accountable for outcomesYou operate comfortably in structured, SOP-led environmentsYou have a proven track record in retention-focused customer success rolesTools & EnvironmentShopify or similar e Commerce platformsHelpdesk software (Zendesk, Groove, or equivalent)Subscription management toolsSlack-based communication

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