Customer Retention Manager

This is a fully remote position, open to applicants in Ukraine, +1 more country.

📋 Description

• Take charge of the customer retention process by managing refund requests to maximize retained revenue while ensuring a positive customer experience.

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

• Proactively engage customers to recover overdue installment payments and resolve billing-related issues.

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

• Analyze the underlying reasons for refund requests and payment failures, offering actionable insights to the Sales, Product, and Operations teams.

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

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

• Address escalated customer cases by making thoughtful, data-driven decisions.

• Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards.

• Work closely with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience.

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

• Own retention KPIs and implement initiatives aimed at improving revenue recovery and reducing financial losses.

⛳️ Requirements

• A minimum of 3 years of experience in Sales Retention, Customer Retention, Customer Success, or a related field, ideally in a senior or lead capacity.

• Exceptional English communication skills, both verbal and written.

• Demonstrated experience in supporting customers within the US market.

• Strong negotiation and objection-handling abilities with a proven record of decreasing refunds and recovering revenue.

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

• Capability to handle challenging customer conversations with empathy while safeguarding company interests.

• A data-driven approach with the skill to analyze retention metrics and pinpoint opportunities for enhancement.

• Strong ownership, problem-solving, and decision-making capabilities.

• Excellent organizational skills and keen attention to detail.

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

• Familiarity with the online education or EdTech industry.

• Background in high-ticket B2C sales environments.

• Previous experience leading or mentoring a retention team.

• Familiarity with CRM platforms such as HubSpot, Salesforce, or comparable systems.

• Experience working with subscription or installment payment models.

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

• Experience in analyzing customer retention metrics to drive business enhancements.

• Comfortable operating in a fast-paced, performance-driven environment.

• Experience collaborating across Sales, Finance, Product, and Customer Success teams.

• 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're most productive.

• Flexible and supportive work environment.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.