Customer Service Retention Manager

🐕 Calling All Pet Lovers!

Do you have a passion for pups and a knack for turning cancellations into long-term connections? If so, you might be the perfect fit for Wuffes!

👋 Who We Are:

At Wuffes, we're a pack of pet enthusiasts on a mission to enhance the well-being of our beloved canine companions and contribute to a happier, healthier world for them. Our commitment is to offer top-quality products and an abundance of affection to our furry friends. We are the world's fastest-growing, bootstrapped pet company, and it's exciting to be on a rocket ship into the future. If you're ready to join a team that's all about pet-fection, keep reading!

🚀 Your Role in the Pack:

The Customer Service Retentions Manager plays a critical role in reducing churn, boosting customer satisfaction, and driving revenue growth. You’ll lead retention efforts, turn cancellations into loyal relationships, and build proactive programs to keep our customers engaged and loving Wuffes.

📒 The Scoop:

• Lead & Develop the Retention Team: Hire, train, and mentor team members to excel in customer engagement, upselling, and churn prevention.
  
• Retention & Save Strategies: Design and execute strategies to proactively retain customers and reduce subscription cancellations.
  
• Customer Education & Engagement: Build communication programs to educate customers on product benefits, reinforcing value and satisfaction.
  
• Revenue Growth & Upselling: Identify opportunities to upsell, cross-sell, and increase customer lifetime value.
  
• Performance Tracking & Improvement: Analyze retention metrics, track team performance, and continuously refine strategies.
  
• Cross-Functional Collaboration: Work with customer service, marketing, and product teams to align retention efforts with broader business goals.

⚡What We Are Looking For:

• Experience: 3+ years in customer retention, success, or sales (subscription/e-commerce preferred).
  
• Sales & Retention Skills: Strong ability to handle objections, upsell, and turn cancellations into saves.
  
• Customer Communication: Excellent verbal and written skills with empathy and active listening.
  
• Data-Driven Mindset: Use insights and metrics to refine strategies and improve conversion rates.
  
• Problem Solving & Adaptability: Quick thinker, proactive, and comfortable in a fast-paced environment.
  
• Leadership & Collaboration: Team player who can train and mentor CS reps while working cross-functionally.
  

🙌 Perks of the Pack:

• A multicultural environment in line with our core values: Kaizen, Grit, Kindness, Integrity, and Accountability.
• Diverse and Inclusive: We celebrate different perspectives like they're treats at a doggy party.
• The flexibility to work remotely
• A supportive and collaborative pack, we have each other's backs, and high-five success.
• Innovation: We're all ears for new ideas – we encourage trying new tricks!
• Trust and accountability – we believe in you and your abilities.

Join Us in Making Tails Wag!

If you’re passionate about retention, love problem-solving, and want to make an impact in the pet world, we’d love to hear from you! I🐾