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Retention Manager

1 week ago
Mexico, Brazil
Full-time
Mid Level
Account Manager
Sales and Business Development
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 provide insights to Sales, Product, and Operations.
  • Develop and improve retention strategies, workflows, scripts, and internal processes.
  • Track and report retention, refund, revenue recovery, installment recovery, and chargeback metrics.
  • Handle escalated customer cases using data-driven decisions that balance customer and business needs.
  • Coach retention team members, review customer interactions, and share best practices.
  • Collaborate with Sales, Customer Success, Finance, Legal, Billing, and Operations to improve customer experience.
  • 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.
  • Experience supporting customers in the US market.
  • Strong negotiation and objection-handling skills, including refund reduction and revenue recovery.
  • Experience with refunds, 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 Sales, Billing, Finance, Customer Success, and other cross-functional teams.
  • Leadership, mentoring, or process improvement experience preferred.
  • Experience in online education, EdTech, high-ticket B2C sales, subscription, or installment-payment environments preferred.
  • Familiarity with HubSpot, Salesforce, billing operations, chargebacks, payment recovery, or AI-powered customer tools preferred.

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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