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- Tasks: Lead subscriber experience and retention strategies through email and phone interactions.
- Company: Besque, a fast-growing skincare brand with a focus on customer success.
- Benefits: £40,000 salary, performance bonus, hybrid work, and product allowance.
- Why this job: Shape subscriber communication and make a real impact in a thriving company.
- Qualifications: 3+ years in customer success, team management, and experience with subscription platforms.
- Other info: Join a supportive team that values proactive ownership and personal growth.
The predicted salary is between 40000 - 40000 £ per year.
At Besque, we help people build skincare routines that actually work, and our subscription model is how we make that happen consistently for a large and growing subscriber base. We're looking for a Subscription Retention Manager to own the subscriber experience from first order to long-term loyalty. This is a hands-on role built around email and phone - the real frontline of retention. You'll report to the Head of CRM and work closely with our retention leadership to drive subscriber satisfaction and reduce churn.
What you'll own:
- The quality and tone of every email and phone interaction with our subscribers
- A remote team of Customer Success Managers - coaching, developing, and holding the bar high
- Save rate and churn reduction as your primary performance metrics
- Subscriber onboarding, retention flows, call scripts, and email templates
- Escalated save situations and complex subscriber cases
- Reporting on CSAT, response times, save rate, churn, and subscriber lifetime value to the Head of CRM
You’ll thrive here if you:
- Have 3+ years in a customer success or retention role with direct responsibility for email and phone
- Have managed a remote team of Customer Success Managers or similar
- Are hands-on with Shopify and a helpdesk platform like Zendesk or Gorgias
- Have experience with subscription platforms like Recharge or Skio
- Come from a skincare, beauty, or wellness DTC background (strongly preferred)
- Write emails that feel warm and human, not templated
- Understand the psychology of a subscriber who's about to cancel and know exactly how to meet them in that moment
- Are proactive and organised, with a natural bias toward taking ownership
What we offer:
- £40,000 per annum + performance-based bonus directly tied to save rate and churn reduction
- Hybrid working with visits to the HQ in West Yorkshire
- Autonomy to shape how Besque communicates with its subscribers
- A fast-growing brand that backs the people who show up and deliver
- Staff product allowance
To apply:
Apply directly via LinkedIn. In your application, tell us how you’ve handled retention through email or phone in a previous role. What was your process when a subscriber wanted to cancel, and what happened? Applications without a covering note will not be considered.
Head of Customer Success (Subscription) employer: Besque
Contact Detail:
Besque Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success (Subscription)
✨Tip Number 1
Get to know the company inside out! Research Besque's values, products, and customer base. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 2
Practice your pitch! Before any interviews, rehearse how you'll discuss your experience in customer success and retention. Focus on specific examples where you've turned a subscriber's frown upside down – they want to hear your success stories!
✨Tip Number 3
Be ready to demonstrate your skills live! They might ask you to role-play a subscriber interaction. Think about how you'd handle a cancellation request and be prepared to showcase your warm, human touch in those conversations.
✨Tip Number 4
Don't forget to follow up! After your interview, send a thank-you email that reflects on your conversation. Mention something specific you discussed to remind them of your great fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Head of Customer Success (Subscription)
Some tips for your application 🫡
Craft a Personal Covering Note: Make sure to include a covering note that showcases your personality and experience. We want to see how you've handled retention in the past, so share a specific example of your process when a subscriber wanted to cancel.
Show Off Your Communication Skills: Since this role is all about warm and human interactions, let your writing reflect that! Use a friendly tone in your application to demonstrate how you connect with subscribers through email and phone.
Highlight Relevant Experience: Don’t forget to mention your experience with customer success or retention roles, especially if you've managed a remote team. We’re keen to see how your background aligns with our needs!
Apply Through Our Website: We encourage you to apply directly via our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Besque
✨Know Your Subscriber Psychology
Understanding the mindset of a subscriber who’s about to cancel is crucial. Before your interview, think about how you would approach these situations and be ready to share specific examples from your past experiences.
✨Showcase Your Communication Skills
Since this role heavily relies on email and phone interactions, prepare to demonstrate your ability to write warm, human emails. Bring examples of your previous communications that highlight your tone and style.
✨Familiarise Yourself with Tools
Make sure you’re comfortable discussing tools like Shopify, Zendesk, or Gorgias. Brush up on how you’ve used these platforms in your previous roles, as they’ll likely want to know how you can hit the ground running.
✨Prepare for Team Management Questions
As you’ll be managing a remote team, be ready to discuss your leadership style. Think about how you’ve coached and developed team members in the past, and be prepared to share specific strategies that have worked for you.