Customer Retention Specialist

• Own RYZE's subscriber retention strategy — program design, execution, and performance measurement against churn and LTV targets
• Build and manage proactive save programs: identify at-risk subscribers before they cancel and execute targeted, personalized interventions
• Design and optimize cancellation flows — deflection offers, pause options, and retention messaging that reduce voluntary churn
• Own win-back program strategy and execution for recently churned subscribers — sequencing, offer structure, and success metrics
• Lead and develop the Retention Analyst — translating data outputs into program priorities and ensuring analytical findings inform every retention decision
• Partner with Marketing on retention-driven campaigns, lifecycle email strategy, and subscription offer design
• Partner with Product on subscription management features, member portal improvements, and cancellation experience optimization
• Build and maintain the subscriber lifecycle framework — mapping key intervention points from trial through long-term retention
• Report retention program performance to the VP on a regular cadence — including program ROI, churn impact, and win-back conversion rates
• Stay current on DTC subscription retention best practices to continuously improve RYZE's approach
• Additional duties as assigned by management.

Retention Manager

• Analyze customer data and feedback to identify problems and develop strategies that reduce customer churn
• Lead projects that design and implement retention initiatives targeting specific customer segments or locations
• Collaborate with internal partners across marketing, retail, finance, network, and care to build consensus and drive retention efforts
• Synthesize analytical findings into clear presentations that inform decision-making by business leaders
• Also responsible for other duties/projects as assigned by business management as needed

Customer Retention Strategy Manager

• Drive the entire lease renewal process, ensuring seamless execution.
• Achieve or surpass renewal targets, continuously setting higher standards as goals advance.
• Provide superior customer service to internal and external customers.
• Work closely with internal partners to ensure an increase in Net Promoter Score (NPS) and customer survey ratings.
• Provide weekly reporting, key insights, and proposed action plans to the Senior Manager of Enablement.
• Process and approve deviations in renewal rates for residents.
• Directly manage a team of 5+ renewal consultants.
• Schedule and delegate workload to ensure work is completed accurately and timely.
• Ensure quality control by auditing tasks, communication, etc.
• Provide feedback, coaching, and support to the renewal team.
• Conduct regular one-on-one meetings with renewal staff.
• Collaborate with peers to strategize and improve processes as necessary.

Resident Retention Manager

• Act as the primary point of contact for members across all JumpstartMD clinics, addressing their needs and enhancing their overall experience.
• Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries.
• Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention.
• Support clinics by managing the inventory and supply chain process. Ensure all clinics are fully stocked with essential products, office supplies, and medical equipment.
• Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to JumpstartMD.
• Analyze member behavior and produce regular reports on retention, cancellations, and overall satisfaction. Present findings to the sales and marketing teams to improve retention strategies.
• Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products.
• Monitor and reply to member questions and support the needs of our membership through the App – Reply to member questions and inquiries from the survey platform to ensure timely responses and satisfactory problem solving for members. Deliver exceptional customer care in every interaction, ensuring members feel supported, valued, and empowered throughout their health journey. Use active listening, empathy, and problem-solving to provide a best-in-class experience.

Customer Retention Specialist jobs in California

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Retention Manager

Customer Retention Strategy Manager

Resident Retention Manager

Member Support and Retention Specialist