18 set - Italia
Jobgether
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success & Retention Manager based in Italy.
As Customer Success & Retention Manager, you will own the customer experience from the first purchase onward, with direct responsibility for retention, refunds, customer satisfaction, winback, and brand reputation. You will lead three customer-facing functions through their supervisors, focusing on strategy, performance, and scalable team structures rather than day-to-day ticket management. The role combines people leadership, customer lifecycle strategy, data analysis, and operational execution in a fast-growing digital healthcare environment. You will identify the drivers behind churn and refunds, build programs to improve customer loyalty, and measure their impact on lifetime value. You will also oversee the systems, processes, and quality standards that support customer care and retention. This is a high-ownership role for a data-driven leader who can balance commercial performance, customer experience,
and healthcare compliance.
Accountabilities
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Lead the Support, Retention, and Winback teams through their respective supervisors, setting clear objectives, performance standards, and operating structures.
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Build scalable workforce-management processes covering staffing, scheduling, coverage, and headcount planning as the customer base grows.
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Own retention and churn performance end to end, monitoring churn rate, retention by cohort and product, save rate, and customer lifetime value.
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Analyze why customers leave and develop targeted retention strategies, lifecycle programs, and save plays designed to reduce avoidable churn.
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Own refund performance and identify the underlying drivers, distinguishing between healthy cancellations and refunds caused by poor customer fit or experience.
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Develop and manage the winback strategy, including offers, communication cadence, produc
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