Sales 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 strategies.

• Recover overdue installment payments by actively engaging with customers and resolving 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 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.

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

• Mentor and support the retention team by sharing best practices and reviewing customer interactions.

• Work collaboratively with Sales, Customer Success, Finance, Legal, and Operations teams.

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

• Own retention KPIs and implement initiatives aimed at improving revenue recovery and minimizing financial losses.

⛳️ Requirements

• 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related discipline.

• Excellent English communication skills, both written and spoken.

• Demonstrated experience in supporting customers in the US market.

• Strong skills in negotiation and handling objections.

• Proven 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 with empathy while safeguarding company interests.

• Capacity to analyze retention metrics and identify areas for improvement.

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

• Exceptional organizational skills and attention to detail.

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

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

• Experience in online education or EdTech is advantageous.

• Familiarity with high-ticket B2C sales environments is a plus.

• Knowledge of CRM platforms such as HubSpot, Salesforce, or similar systems is beneficial.

• Experience with subscription or installment payment models is a plus.

• Understanding of billing operations, chargebacks, and payment recovery processes is beneficial.

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

🏝️ Benefits

• Competitive salary.

• Performance-based bonuses.

• Opportunities for career advancement.

• Free access to ELVTR courses.

• Ongoing professional development opportunities.

• Career growth within ELVTR.

• Remote-first work environment.

• Flexible and supportive work atmosphere.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.

• Equal opportunity workplace committed to diversity and inclusion.