Customer Success & Retention Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success & Retention Manager based in Italy.

As Customer Success & Retention Manager, you will own the customer experience from the first purchase onward, with direct responsibility for retention, refunds, customer satisfaction, winback, and brand reputation. You will lead three customer-facing functions through their supervisors, focusing on strategy, performance, and scalable team structures rather than day-to-day ticket management. The role combines people leadership, customer lifecycle strategy, data analysis, and operational execution in a fast-growing digital healthcare environment. You will identify the drivers behind churn and refunds, build programs to improve customer loyalty, and measure their impact on lifetime value. You will also oversee the systems, processes, and quality standards that support customer care and retention. This is a high-ownership role for a data-driven leader who can balance commercial performance, customer experience, and healthcare compliance.