Sales and Retention Specialist

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

📋 Description

• Take charge of the complete retention process for premium programs, encompassing targets for retention rates and retained values.

• Conduct retention calls personally for high-value and complex situations.

• Establish scripts, standards, and coaching for coverage of the retention queue.

• Create and oversee quarterly structured retention experiments.

• Collaborate with CX and Tech to identify and eliminate friction in the refund process.

• Manage re-engagement and win-back strategies for students who have churned.

• Define and evaluate onboarding standards for the first two weeks.

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

• Bridge gaps between sales commitments and actual experiences delivered.

• Handle escalated customer cases through Zendesk and email communications.

• Work alongside Product, Tech, and Community teams to address the root causes of recurring complaints.

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

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

• Validate agency-reported sales against internal systems and reconcile prior to Finance processing.

• Manage lead lists that include failed payments, abandoned checkouts, and churned students.

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

• Keep accurate retention data and a detailed taxonomy for refund reasons.

• Present retention, onboarding, and outside-sales performance monthly to leadership in person.

• Transform churn reasons into actionable issues for Product and Marketing and track follow-up actions.

• Maintain Retention DNA, call scripts, and transcript-library documentation.

⛳️ Requirements

• Over 5 years of experience in retention, customer success, or customer-facing sales roles.

• A minimum of two years of experience owning a commercial outcome.

• Proven track record of positively impacting retention, churn, or conversion metrics with quantifiable results.

• Experience managing agencies, contractors, or vendors based on performance standards.

• Skilled in designing and executing structured tests.

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

• A strong personal interest in personal growth and development.

• Knowledge of Mindvalley content is a significant advantage.

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

• Ability to source, benchmark, negotiate with, and manage external sales partners.

• Expertise in conversion techniques, funnel optimization, objection handling, and customer decision psychology.

• Capability to build and analyze datasets, design valid tests, interpret outcomes, and take action accordingly.

• Confidence in using Airtable and Google Sheets.

• Daily utilization of AI tools for transcription, case analysis, and reporting.

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

• Current authorization to work in the U.S. is required in the application form.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse and inclusive work environment.

• Actively encourages applications from all qualified candidates.