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Head of Retention

7 hours, 15 minutes ago
Mexico, Brazil, Honduras, Costa Rica, Ecuador
Full-time
Executive
Growth Marketing Manager
Sales and Business Development
HubSpot Salesforce
Apply Now
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 12

Description

  • Own the customer retention process, including refund requests, retained revenue, and customer experience.
  • Negotiate alternatives to refunds, such as credits, payment plans, partial refunds, and course transfers.
  • Recover overdue installment payments and resolve billing-related issues.
  • Partner with Billing to reduce payment defaults, chargebacks, and outstanding balances.
  • Analyze refund and payment-failure causes and provide insights to Sales, Product, and Operations.
  • Develop and improve retention strategies, workflows, scripts, and internal processes.
  • Track and report retention metrics, including refund rates, recovered revenue, installment recovery, and chargeback prevention.
  • Handle escalated customer cases using data-driven decisions that balance customer and business needs.
  • Coach the retention team, review customer interactions, and share best practices.
  • Collaborate with Sales, Customer Success, Finance, Legal, Billing, and Operations on customer experience improvements.
  • Identify automation opportunities and implement initiatives that improve efficiency and reduce financial 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 empathetically while protecting company interests.
  • Data-driven ability to analyze retention metrics and identify improvement opportunities.
  • Strong ownership, problem-solving, decision-making, organization, and attention to detail.
  • Experience collaborating with Sales, Billing, Finance, Customer Success, and other 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 HubSpot, Salesforce, billing operations, chargebacks, AI-powered support tools, or conversation intelligence platforms preferred.

Benefits

  • Competitive salary, performance-based bonuses, and career advancement opportunities.
  • Free access to ELVTR courses and ongoing professional development.
  • Remote-first work with a flexible schedule of 9 AM–6 PM EST.
  • Collaborative international team and supportive work environment.
  • 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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