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Customer Retention Manager

4 days, 15 hours ago
Mexico, Brazil, Colombia, Costa Rica, Ecuador, Jordan
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM HubSpot Salesforce
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ELVTR

ELVTR

ELVTR is transforming the education sector by offering live online classes taught by experienced industry leaders to aspiring professionals.

Diversified Consumer Services
51-250
Founded 2020
View All Jobs 35

Description

  • Own the customer retention process, including refund requests and revenue retention.
  • Negotiate alternatives such as credits, payment plans, partial refunds, and course transfers.
  • Recover overdue installment payments and resolve billing issues.
  • Partner with Billing to reduce defaults, chargebacks, and outstanding balances.
  • Analyze refund and payment-failure causes and provide actionable cross-functional insights.
  • Develop and improve retention strategies, workflows, scripts, and processes.
  • Track and report retention, refund, recovered-revenue, installment-recovery, and chargeback metrics.
  • Handle escalated customer cases using data-driven decisions that balance customer and business needs.
  • Coach retention team members and share best practices.
  • Collaborate with Sales, Customer Success, Finance, Legal, Product, Billing, and Operations.
  • Identify automation opportunities and implement initiatives that improve efficiency and reduce losses.

Requirements

  • 3+ years of experience in sales retention, customer retention, customer success, or a related field, preferably in a senior or lead role.
  • Excellent written and spoken English communication skills.
  • Experience supporting customers in the US market.
  • Strong negotiation and objection-handling skills, including refund reduction and revenue recovery.
  • Experience with refund requests, payment recovery, billing issues, and installment collections.
  • Ability to manage difficult customer conversations with empathy while protecting company interests.
  • Data-driven approach with experience analyzing retention metrics.
  • Strong ownership, problem-solving, decision-making, organization, and attention to detail.
  • Experience collaborating with cross-functional teams.
  • Leadership, mentoring, or process improvement experience preferred.
  • Experience in online education, high-ticket B2C sales, subscription or installment models preferred.
  • Familiarity with CRM platforms such as HubSpot or Salesforce, billing operations, chargebacks, AI-powered support tools, or conversation intelligence platforms preferred.

Benefits

  • Competitive salary, performance-based bonuses, and career advancement opportunities.
  • Fully remote, flexible work environment with an international team.
  • Free access to ELVTR courses and ongoing professional development.
  • Gym membership reimbursement and mental health support.
  • Generous paid vacation allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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