Customer Retention Manager

This is a fully remote position, open to applicants in Poland, +4 more countries.

📋 Description

• Take charge of the customer retention process, overseeing refund requests while maximizing retained revenue and ensuring a positive customer experience.

• Negotiate alternatives to refunds, such as account credits, payment plans, partial refunds, course transfers, and other retention strategies.

• Recover overdue installment payments and address billing-related challenges.

• Collaborate with the Billing department to minimize payment defaults, chargebacks, and outstanding balances.

• Analyze the underlying causes of refund requests and payment failures, providing actionable insights.

• Develop and enhance retention strategies, workflows, communication scripts, and internal procedures.

• Monitor and report on retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention.

• Manage escalated customer cases through data-driven decision-making.

• Mentor and support the retention team by sharing best practices and reviewing customer interactions.

• Work in partnership with Sales, Customer Success, Finance, Legal, and Operations teams.

• Identify opportunities to automate retention processes and enhance operational efficiency.

• Own retention KPIs and execute initiatives to boost revenue recovery and minimize financial losses.

⛳️ Requirements

• Minimum of 3 years of experience in Sales Retention, Customer Retention, Customer Success, or a related area.

• Exceptional English communication skills, both verbal and written.

• Proven experience supporting customers within the US market.

• Strong negotiation and objection-handling capabilities.

• Experience in managing refund requests, payment recovery, billing issues, and installment collections.

• Ability to navigate challenging customer conversations with empathy while safeguarding company interests.

• Data-driven mindset with the ability to analyze retention metrics and pinpoint areas for improvement.

• Strong sense of ownership, problem-solving skills, and decision-making abilities.

• Excellent organizational skills and meticulous attention to detail.

• Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams.

• Background in the online education or EdTech sector.

• Familiarity with high-ticket B2C sales environments.

• Previous experience leading or mentoring a retention team.

• Knowledge of CRM platforms like HubSpot, Salesforce, or similar systems.

• Experience with subscription or installment payment models.

• Understanding of billing operations, chargebacks, and payment recovery processes.

• Experience in analyzing customer retention metrics.

• Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms.

🏝️ Benefits

• Competitive salary.

• Performance-based bonuses.

• Opportunities for career advancement.

• Free access to ELVTR courses.

• Ongoing professional development opportunities.

• Career growth within one of the world's fastest-growing online education companies.

• Work from wherever you are most productive.

• Flexible and supportive work environment.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.