Manager, Subscription Churn and Retention

About Us:

Tens of millions of Americans are unable to manage their chronic conditions with commercial medications. Using specialized compounded formulas tailored to individual patient needs, Henry helps people who have been left behind by the commercial market, all while remaining easy, accessible, and affordable. Our customers get access to the care they need, and save thousands of dollars on out-of-pocket healthcare expenses per year! 

Enjoy the casual culture, remote-first workplace, and generous PTO/benefits! 

Apply today to make a direct, daily impact in one of the fastest-growing startups in the country - we are excited to meet you!

Role Overview

The Manager, Subscription Churn and Retention will be responsible for overseeing and implementing strategies to reduce customer churn and improve retention for our subscription services. This role involves analyzing customer data, developing targeted retention programs, and collaborating closely with the customer service team to enhance the overall customer experience.

Customer Retention Strategy:

• Develop and execute strategies to improve customer retention, reduce churn, and enhance overall customer satisfaction.
• Analyze customer data to identify patterns and implement targeted retention programs.
• Collaborate with cross-functional teams, including customer service, marketing, and product, to design and execute retention initiatives.
• Monitor and report on retention metrics, providing actionable insights and recommendations for improvement.

Subscription Management:

• Oversee the subscription management process, ensuring timely and accurate handling of customer subscriptions.
• Develop and implement policies and procedures to improve efficiency and customer satisfaction.
• Monitor and analyze subscription data to identify trends, discrepancies, and opportunities for process improvements.
• Collaborate with finance and accounting teams to reconcile subscription records and resolve any issues.
• Ensure compliance with financial regulations and company policies.

Team Leadership:

• Lead and mentor a team of retention specialists, fostering a collaborative and high-performance work environment.
• Set clear goals and performance metrics for the team, and conduct regular performance reviews.
• Provide training and support to ensure team members are knowledgeable about subscription management and retention strategies.

Customer Experience Enhancement:

• Work closely with the customer experience team to address subscription-related customer inquiries and resolve issues in a timely manner.
• Implement feedback mechanisms to gather customer insights and drive continuous improvement in subscription and retention processes.

Reporting and Analysis:

• Generate and analyze reports on subscription performance, …