Retention Manager
New
E
ELVTROnline Education
Mexico. Brazil, 9AM-6 PM ESTFull-TimeManager
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
- 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
- Excellent organizational skills and attention to detail
- Experience collaborating with Sales, Billing, Finance, and Customer Success teams
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, course transfers, and other retention solutions
- Recover overdue installment payments by proactively engaging customers and resolving billing-related issues
- Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances
- Analyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams
- Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes
- Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
- Handle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectives
- Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards
- Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience
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