Head of Retention

This is a fully remote position, open to applicants in South Africa.

📋 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 solutions.

• Recover overdue installment payments by proactively engaging with customers and addressing 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, providing 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.

• Manage escalated customer cases, making well-considered, data-driven decisions that balance customer satisfaction with business objectives.

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

• Collaborate across functions with 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 that enhance revenue recovery and minimize financial losses.

⛳️ Requirements

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

• Exceptional English communication skills, both written and verbal.

• Demonstrated experience in supporting customers within the US market.

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

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

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

• A data-driven mindset with the capability to analyze retention metrics and pinpoint areas for improvement.

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

• Excellent organizational skills and attention to detail.

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

• Previous leadership, mentoring, or process improvement experience is a significant advantage.

• Familiarity with 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 like HubSpot, Salesforce, or similar systems.

• Experience 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 working in a fast-paced, performance-driven atmosphere.

• 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 as ELVTR continues to expand globally.

• Free access to ELVTR courses.

• Ongoing professional development opportunities.

• Career growth within one of the fastest-growing online education companies worldwide.

• Work from the location that allows you to be most productive.

• Flexible and supportive work environment.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.