About the role
Part-Time | 20 hours per week | 4hrs a day | PHT 6:00 PM – 10:00 PM
About the role
As the Retention Manager, you will own and improve the subscriber experience across the customer lifecycle. Your primary objective is to preserve and increase retention while helping us scale from approximately 40 orders per day to 2-3x our current volume.
You will be responsible for monitoring subscription health, forecasting churn, improving customer journeys, resolving subscription issues, and leading our Customer Support Manager to ensure customers receive an outstanding experience.
This is not a passive support role. We are looking for someone who brings ideas, identifies opportunities, researches solutions, and recommends tools and strategies that improve retention and customer satisfaction.
Key Responsibilities
Customer Success & Retention
Monitor subscriber health and retention metrics
Forecast churn and identify potential retention risks before they occur
Analyze cancellation reasons and recommend improvements
Create and implement retention initiatives and win-back campaigns
Develop “soft landing” offers, discounts, and retention strategies for customers attempting to cancel
Continuously improve customer lifetime value and subscription longevity
Customer Experience Management
Own the overall subscription customer experience
Ensure subscribers have a seamless experience from purchase through renewal
Identify customer pain points and recommend solutions
Work closely with internal teams and external partners to resolve customer-impacting issues
Escalate and manage critical customer concerns when necessary
Operations
Manage and monitor subscription-related processes
Coordinate with our private payment processing provider regarding subscription issues, payment failures, account updates, and customer concerns
Troubleshoot operational issues that may affect subscriber retention
Maintain accurate customer and subscription records
Reporting & Analytics
Track retention KPIs and subscriber trends
Project revenue based on retention and churn patterns
Forecast potential delays, risks, and operational bottlenecks
Build and maintain reporting systems that provide visibility into customer behavior
Leadership & Team Management
Lead and manage the Customer Support Manager
Establish customer support standards and performance expectations
Review support interactions and identify coaching opportunities
Ensure customer support efforts align with retention goals
Process Improvement & Innovation
Research retention best practices, tools, and strategies
Recommend new software, automations, and workflows
Improve operational efficiency using AI and modern systems
Take initiative in identifying growth opportunities without needing constant direction
Required Skills & Qualifications
Retention & Subscription Experience: Previous experience in retention, subscriptions, customer success, lifecycle marketing, or eCommerce operations
Analytical Skills: Strong analytical and problem-solving skills
Customer Retention Expertise: Experience reducing churn and improving customer retention
Data Analysis: Ability to interpret data and make actionable recommendations
Vendor Management: Comfortable communicating with third-party vendors and partners
Communication Skills: Excellent written and verbal English communication skills
Project Management: Strong organizational and project management abilities
Ownership & Independence: Ability to work independently and take ownership
Preferred Background
Industry Experience: Subscription-based eCommerce brands
Product Category Experience: Supplements, health, wellness, or consumable products
Forecasting Experience: Churn forecasting and revenue forecasting
Customer Journey Mapping: Customer journey mapping
Retention Marketing: Retention marketing
Email Marketing Platforms: Email marketing platforms
AI & Automation: AI tools and workflow automation
Who You’ll Thrive As
Naturally curious and proactive
Data-driven but customer-focused
Comfortable making recommendations and taking initiative
A strong communicator who can work with customers, vendors, and internal teams
Detail-oriented and highly organized
Excited by the challenge of scaling a subscription business
Success Metrics
Within your first six months, you will:
Improve subscriber retention rates
Reduce customer churn
Build better visibility into retention metrics and forecasting
Strengthen cancellation save processes
Improve communication with subscription and payment partners
Create a smoother customer experience as order volume scales
Successfully lead and support the Customer Support Agent
Technology & Platform Management
Project Management: ClickUp
Communication: Slack
Productivity Suite: Google Workspace
Why Join Us
● Fully remote, stable role with clear expectations
● Work directly with a fast-growing, tech-enabled team
● Opportunity to grow into operations or client success leadership roles
Job Offer
$528 monthly (Evaluation Period)
$550 monthly after 6 months (plus activation of benefits)
$572 monthly after 18 months
Benefits
Private Life and Accident Insurance + Telemedicine
Quarterly P2,500 wellness reimbursement
Reimburse up to P400/month of your PhilHealth voluntary contribution
2x a year mental health counseling session with a board-certified counselor or therapist
1x a year financial health planning with a certified financial planner
Monthly upskilling and personal development seminars
Legal and paperwork assistance for visas, loans, etc.
Birthday gift
Christmas gift
Bereavement Assistance
Other company-wide events and contractors engagement activities
Work from home set-up
10 Paid Time Offs
Paid US Holidays
Please note that for this application, all hired applicants are required to submit a Police Clearance or NBI Clearance as part of our onboarding requirements.
NO TO FREELANCERS
WE DON’T CONTRACT “FREELANCERS”. We only hire people who want a long term, stable job and role with a growth-focused company. We don’t tolerate moonlighting, cheating on hours, or lack of respect for confidentiality and intellectual property. We are backed by a strong HR and legal team for this. You are honestly paid for the work you came here to do. If you want to be a freelancer and want a “gig” or a “for now” thing, we advise you use freelancer platforms like Upwork. That said, we pour a lot of love and growth into our team members, and we don’t want that to go to waste.