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Lead Retention Specialist

1 week, 3 days ago
Ukraine
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM 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 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 share insights with relevant teams.
  • Develop and improve retention strategies, workflows, scripts, and processes.
  • Track and report retention, refund, recovery, and chargeback metrics.
  • Handle escalated customer cases and make decisions balancing customer and business needs.
  • Coach retention team members and share best practices.
  • Collaborate with Sales, Customer Success, Finance, Legal, Product, and Operations teams.
  • Identify automation opportunities and implement initiatives that improve efficiency and revenue recovery.

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 improvements.
  • Strong ownership, problem-solving, decision-making, organization, and attention to detail.
  • Experience collaborating across Sales, Billing, Finance, Customer Success, and other teams.
  • Leadership, mentoring, or process improvement experience preferred.
  • Online education, high-ticket B2C sales, subscription or installment payments, chargebacks, or billing operations experience preferred.
  • Familiarity with HubSpot, Salesforce, AI-powered support tools, or conversation intelligence platforms preferred.
  • Ability to work in a fast-paced, performance-driven environment.

Benefits

  • Competitive salary and performance-based bonuses.
  • Career advancement and professional development opportunities.
  • Free access to ELVTR courses.
  • Fully remote, flexible work environment with an international team.
  • 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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