Head of Retention

This is a fully remote position, open to applicants in Mexico, +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 alternative solutions to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention strategies.

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

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

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

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

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

• Address escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with organizational objectives.

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

• Work collaboratively across different functions, including Sales, Customer Success, Finance, Legal, and Operations, to ensure a seamless customer experience.

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

• Take ownership of retention KPIs while testing and implementing initiatives designed to improve revenue recovery and minimize financial losses.

⛳️ Requirements

• Over 3 years of experience in Sales Retention, Customer Retention, Customer Success, or a similar field, ideally in a senior or lead capacity.

• Exceptional English communication skills, both verbal and written.

• Proven experience in providing support to customers in the US market.

• Strong negotiation and objection-handling abilities, with a successful track record of reducing refunds and recovering revenue.

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

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

• A data-driven approach with the capability to analyze retention metrics and identify improvement opportunities.

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

• Excellent organizational skills and meticulous attention to detail.

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

• Previous experience in leadership, mentoring, or process improvement is highly beneficial.

• Background in the online education or EdTech sector.

• Experience in high-ticket B2C sales environments.

• Prior experience leading or mentoring a retention team.

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

• Experience working with subscription or installment payment models.

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

• Experience analyzing customer retention metrics to drive business improvements.

• Comfort in a fast-paced, performance-driven work 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.

• Flexibility to work from wherever you are most productive.

• A supportive and adaptable work environment.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.