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Retention Manager

3 weeks, 5 days ago
Ukraine
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, retained revenue, and customer experience.
  • Negotiate alternatives 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, and chargeback prevention.
  • 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 revenue recovery 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 managing refunds, payment recovery, billing issues, and installment collections.
  • Ability to handle difficult customer conversations empathetically while protecting company interests.
  • Data-driven approach with the ability to analyze retention metrics and identify improvements.
  • 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.
  • Online education, EdTech, high-ticket B2C, subscription, or installment-payment experience preferred.
  • Familiarity with HubSpot, Salesforce, chargebacks, billing operations, or AI-powered customer support tools preferred.

Benefits

  • Competitive salary and performance-based bonuses.
  • Career advancement and professional development opportunities.
  • Free access to ELVTR courses.
  • Full-time remote-first work with a flexible, supportive environment and 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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