Sales and Retention Specialist

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

📋 Description

• Take ownership of the comprehensive retention process for premium programs, focusing on retention rates and retained-value objectives.

• Personally conduct retention calls for high-value and intricate cases; establish scripts, standards, and coaching for queue management.

• Manage and update the retention offer ladder based on empirical evidence.

• Design and implement structured retention experiments on a quarterly basis.

• Identify and eliminate friction in the refund process by modifying intake, routing, and tools in collaboration with CX and Tech.

• Lead the re-engagement efforts for churned students and convert win-back opportunities into future cohort revenue.

• Define and evaluate onboarding standards for students during their first and second weeks.

• Integrate early-warning risk signals into the onboarding process.

• Address discrepancies between sales promises and actual delivery, escalating findings to Product and Marketing teams.

• Provide empathetic, high-judgment support for escalated cases via Zendesk and email.

• Collaborate cross-functionally with Product, Tech, and Community teams to resolve recurring complaints' root causes.

• Oversee external sales and appointment-setting agencies, including sourcing, benchmarking, interviewing, negotiating, contracting, and ongoing management.

• Define and enforce performance metrics for agencies, such as connect rates, booked calls per hour, show rates, and close rates.

• Maintain internal benchmarks against agency performance metrics.

• Verify agency-reported sales against company systems and reconcile them prior to Finance processing.

• Manage lead lists that include failed payments, abandoned checkouts, and churned students, while reporting on conversion outcomes.

• Collaborate with closers on sales enablement, objection handling, pricing clarity, and booking-flow quality assurance.

• Keep accurate records of retention data, refund-reason taxonomy, scripts, transcript library, and Retention DNA documentation.

• Present retention, onboarding, and external sales performance to leadership on a monthly basis, providing analysis and recommendations.

• Transform churn reasons into actionable issues for Product and Marketing, ensuring follow-through on necessary changes.

⛳️ Requirements

• A minimum of 5 years in retention, customer success, or customer-facing sales, with at least two years responsible for a commercial outcome.

• Proven track record of improving retention, churn, or conversion metrics, backed by quantifiable results.

• Experience in managing agencies, contractors, or vendors against established performance standards.

• Skilled in designing and executing structured tests, rather than merely following a process.

• Familiarity with online learning platforms, high-ticket programs, and international customer demographics.

• A strong personal commitment to personal growth and development.

• Familiarity with Mindvalley content is considered a distinct advantage.

• Understanding of factors influencing churn, save offers, win-back strategies, and lifetime value in a high-ticket context.

• Ability to source, benchmark, negotiate with, and hold external sales partners accountable to performance standards.

• Knowledge of conversion techniques, funnel optimization, objection handling, and customer decision psychology.

• Capability to create and analyze datasets, design valid tests, interpret results honestly, and take action based on findings.

• Proficiency in using Airtable and Google Sheets.

• Comfortable utilizing AI daily for transcription, case analysis, and reporting.

• Proficient with CRM platforms, Zendesk, and scheduling tools.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and continuous learning.

• Collaborative and inclusive work environment.

• Access to premium programs and resources for personal growth.