Head of Retention
US and LATAM marketsFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years in retention/sales with 3+ years managing teams of 5+ people
- Required Skills
- Tableau
Requirements
- 5+ years in retention/sales with 3+ years managing teams of 5+ people
- Direct ownership of churn/retention metrics with documented results (e.g., reduced churn X% to Y%)
- Experience building retention strategy or transforming existing operations
- Deep understanding of retention mechanics: churn rate, cohort analysis, LTV, NRR
- Comfortable with analytics tools (Tableau or similar)
- Revenue-first mindset: thinks in ROI, unit economics, not just satisfaction
- Hands-on execution: builds playbooks, scripts, and can handle retention calls personally
- Strategic thinking + bias for action (test and learn approach)
- Influence without authority (cross-functional collaboration)
- English fluent
Responsibilities
- Be accountable for churn, cohort retention, NRR, and LTV; analyze cohorts and identify key drop-off points.
- Build a data-driven retention strategy based on customer journey and lifecycle insights.
- Establish playbooks, workflows, and systems to manage at-risk students with automated and manual interventions.
- Test retention initiatives, measure impact, and scale successful tactics.
- Manage onboarding, retention, and success functions; set clear roles, KPIs, and incentives.
- Segment students by LTV, evaluate ROI, and allocate resources to the highest-impact retention efforts.
- Work closely with the Product team to improve the student journey, strengthen retention touchpoints, and implement initiatives that drive measurable impact.
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