Lead Retention Specialist
E
ELVTROnline Education
Mexico. Brazil, 9AM-6 PM ESTFull-TimeLead
SalaryCompetitive salary, Performance-based bonuses
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Data AnalysisSalesforceNegotiationCustomer SuccessHubSpot
Requirements
- 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field
- Excellent English communication skills, both written and spoken
- Proven experience supporting customers in the US market
- Strong negotiation and objection-handling skills with a track record of reducing refunds and recovering revenue
- Experience managing refund requests, payment recovery, billing issues, and installment collections
- Ability to navigate difficult customer conversations with empathy
- Data-driven mindset with the ability to analyze retention metrics
- Strong ownership, problem-solving, and decision-making skills
- Experience collaborating with Sales, Billing, Finance, and Customer Success teams
- Previous leadership, mentoring, or process improvement experience is a strong plus
Responsibilities
- Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
- Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, and course transfers
- Recover overdue installment payments and partner with the Billing team to reduce defaults and chargebacks
- Analyze root causes behind refund requests and payment failures to provide actionable insights to Sales, Product, and Operations
- Develop and continuously improve retention strategies, workflows, and communication scripts
- Track and report key retention metrics such as refund rates, retention rates, and recovered revenue
- Handle escalated customer cases using data-driven decision-making
- Coach and support the retention team by sharing best practices and reviewing interactions
- Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations
- Identify opportunities to automate retention processes and improve operational efficiency
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