A Recharge Retention Specialist is an e-commerce professional or customer support expert who optimizes subscription models, reduces subscriber churn, and maximizes customer lifetime value (LTV) using the Recharge Payments subscription platform for Shopify and other platforms.
Core Responsibilities
- Churn Mitigation: Build and manage cancellation flows, smart pop-ups, and offer swaps (like skipping a month or swapping products) to save canceling subscribers
- Failed Payment Recovery: Troubleshoot and configure dunning and payment retry logic (often integrated with tools like Recharge Retain) to salvage failed charges
- Lifecycle Marketing: Design automated email and SMS workflows using platforms like Klaviyo to re-engage lapsed subscribers and drive win-backs
Key Skills Required
- Platform Expertise: Deep familiarity with the Recharge Merchant Portal, subscription rules, and customer portal settings
- Tech Stack Integration: Working knowledge of Shopify/Intelligems/Klaviyo
- Data Analysis: Tracking metrics such as monthly recurring revenue (MRR), churn rate, repeat purchase rates, and average customer lifetime value
