At a Glance
- Tasks: Lead subscriber experience and retention strategies through email and phone interactions.
- Company: Join Besque, a fast-growing skincare brand focused on customer satisfaction.
- Benefits: £40,000 salary, performance bonuses, hybrid working, and autonomy in your role.
- Other info: Opportunity to shape communication strategies and grow with a thriving brand.
- Why this job: Make a real impact on subscriber loyalty in a dynamic and supportive environment.
- Qualifications: 3+ years in customer success, team management, and experience with subscription platforms.
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
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) in Leeds employer: Besque
At Besque, we pride ourselves on fostering a dynamic and supportive work environment that empowers our employees to excel in their roles. As a Head of Customer Success, you will enjoy the flexibility of hybrid working while being part of a fast-growing brand that values innovation and personal development. With competitive compensation and a performance-based bonus structure, we are committed to recognising and rewarding your contributions to enhancing subscriber loyalty and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success (Subscription) in Leeds
✨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 off your knowledge and passion for skincare and subscriptions.
✨Tip Number 2
Practice makes perfect! Role-play common scenarios you might face in the role, like handling a cancellation call. This will help you feel more confident and prepared when it’s your turn to shine.
✨Tip Number 3
Don’t forget to showcase your personality! When you’re on the phone or writing emails, let your warm and human side come through. Remember, they want someone who can connect with subscribers, not just a robot.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, make sure to include that covering note about your retention experience – it’s your chance to stand out!
We think you need these skills to ace Head of Customer Success (Subscription) in Leeds
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 specific examples of your process when a subscriber wanted to cancel.
Show Off Your Communication Skills:Since this role is all about connecting with subscribers, let your writing shine! Use a warm and human tone in your emails and cover letter. We’re looking for someone who can make every interaction feel personal and engaging.
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 want to know how your background aligns with our needs, so be specific about your achievements!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re proactive and organised!
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. Prepare examples of how you've successfully turned around cancellations in the past, focusing on empathy and effective communication.
✨Showcase Your Hands-On Experience
Since this role is hands-on, be ready to discuss your direct experience with email and phone interactions. Bring specific examples of how you've managed customer success or retention in previous roles, especially using platforms like Shopify or Zendesk. This will demonstrate your practical knowledge and readiness for the job.
✨Highlight Team Management Skills
If you've managed a remote team before, make sure to highlight this experience. Discuss your coaching style and how you’ve developed your team to meet high standards. Prepare to share specific metrics or outcomes that showcase your leadership effectiveness.
✨Craft Warm and Human Communication
Since the role requires writing emails that feel personal rather than templated, practice articulating your communication style. Bring examples of emails or scripts you've written that reflect a warm tone. This will show that you understand the importance of building relationships with subscribers.
