Retention Manager

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

📋 Description

• Take charge of the customer retention process by managing 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.

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

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

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

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

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

• Manage escalated customer cases using data-driven decisions that balance customer satisfaction with business objectives.

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

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

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

• Own retention KPIs and implement initiatives that enhance revenue recovery and minimize financial losses.

⛳️ Requirements

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

• Exceptional English communication skills, both written and verbal.

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

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

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

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

• Proficient in analyzing retention metrics and identifying areas for improvement.

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

• Excellent organizational skills and keen attention to detail.

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

• Prior experience in the online education or EdTech industry is preferred.

• Experience in high-ticket B2C sales environments is preferred.

• Previous experience in leading or mentoring a retention team is preferred.

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

• Experience with subscription or installment payment models is preferred.

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

• Experience analyzing customer retention metrics to drive business improvements is preferred.

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

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

• Availability for full-time work.

• Ability to work from 9 AM to 6 PM EST.

🏝️ 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.

• Equal opportunity employer committed to fostering a diverse and inclusive workplace.