We are seeking a results-focused Customer Retention Manager to design, launch, and scale their entire outbound subscription retention program. This role is fully dedicated to increasing subscription retention, reducing churn, and maximizing customer lifetime value within a high-volume DTC subscription business.

This is a rare opportunity to build a new, revenue-driving function from scratch. The successful candidate will be a hands-on operator and team builder with deep expertise in subscription churn mechanics, sales psychology, and outbound save strategies.

This individual will be the first dedicated hire for this function, responsible for designing, building, and leading the Save Desk strategy and team, converting cancellation requests into retained and optimized subscriptions.

THE BRAND

Our client is a rapidly scaling, eight-figure DTC brand in the men’s health space, offering subscription-based solutions for hair loss. Having already mastered customer acquisition, the business is now prioritizing subscription retention and LTV growth as its most critical lever for scaling profitably toward nine figures.

WHAT’S IN IT FOR YOU

• Executive ownership: Step into a brand-new, mission-critical function where you have complete autonomy to design and build the team and processes the way you know they should run.
• Significant financial impact: Your direct success will be measured by a tangible increase in LTV and attributed revenue, positioning you as a key driver of the company's growth to nine figures.
• Join a high-growth trajectory: The client is an established DTC leader, past 8 figures, with strong product-market fit. Your role is to build the operational function that ensures sustained scale.
• Remote flexibility: This is a 100% remote contractor role with flexible hours, designed for results over micromanagement. 

WHAT YOU’RE GETTING INTO

Strategy & Subscription Retention Program Build-Out

• Design and launch the full subscription retention framework, including a multi-tiered outbound playbook triggered at the point of cancellation.
• Build foundational elements such as subscription-focused SOPs, customer segmentation models, incentive structures, and high-conversion save scripts.
• Analyze subscription churn drivers, including product education gaps, usage compliance, and time-to-results expectations.
• Test and optimize subscription save levers, including education, plan pauses, frequency adjustments, and targeted offers, with a clear focus on LTV impact.

Team Leadership & Subscription Operations

• Recruit, train, and manage a dedicated Subscription Retention Specialist (Save Desk) team, with commission structures aligned to retained subscription value.
• Establish performance management systems tied to subscription retention KPIs.
• Lead ongoing coaching, call reviews, and QA to maintain a high-performing subscription save operation.

Data, Analytics & Cross-Functional Collaboration

• Own and report on subscription health metrics, including Save Rate, Contact Rate, churn by cohort, cancellation reasons, and LTV impact.
• Build dashboards for real-time visibility into subscription retention performance.
• Collaborate closely with Customer Support leadership to integrate retention workflows into the broader subscription lifecycle.

WHO YOU ARE

• 5+ years of demonstrable success in Customer Retention, Subscription Operations, or Sales Management, with a proven history of building or significantly scaling a 'Save Desk' or outbound retention team.
• Strong understanding of subscription churn mechanics, LTV optimization, and specific experience with subscription management tools (e.g., CheckoutChamp, Loop).
• Deep knowledge of objection handling, negotiation, and sales techniques required to convert an intent-to-cancel into a retained customer.
• Expert at designing KPIs, using cohort analysis, building performance dashboards, and making decisions based on conversion and profit metrics.
• Highly adept at creating scalable processes, SOPs, training materials, and scripts from scratch.
• Experienced user of CRM systems (e.g., HubSpot, Salesforce, Gorgias, Zendesk) and comfortable with BI tools for analytics and reporting.

BONUS POINTS IF YOU HAVE

• Experience in the beauty, health, or wellness DTC space.
• Background scaling teams within an 8-9 figure, high-growth environment.
• Direct experience leading or managing offshore teams across various global locations (e.g., Philippines, Pakistan, Eastern Europe).

WHAT SUCCESS LOOKS LIKE

• 30 Days:  A full audit of subscription cancellation volume and churn drivers is completed, and a detailed 90-day subscription retention launch plan is presented.
• 60 Days: The foundational subscription retention team is hired, scripts and SOPs are live, dashboards are operational, and the Save Desk is actively driving subscription saves.
• 90 Days:  The team is fully built and operational, training and QA are systemized, and measurable improvements in subscription retention, reduced churn, and increased LTV are being reported.

RECRUITMENT PROCESS

1. Screening Call: A detailed discussion with our specialist recruiter to review your experience, cultural fit, and strategic approach to building a retention function.
2. 1st Interview: An in-depth conversation with the Director of Operations to discuss your process implementation and vision for the team.
3. Practical Assignment: A relevant task will be assigned to evaluate your skills in designing a retention playbook, for which the client is open to providing compensation.
4. Final Interview: A concluding discussion with the senior leadership team to discuss your assignment, leadership philosophy, and alignment with the company's long-term growth goals.