Customer Retention Manager
E
ELVTROnline Education
Mexico. Costa Rica. Ecuador. Jordan. Colombia. 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, or Customer Success.
- Experience in a senior or lead role is preferred.
- 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.
- Experience managing refund requests, billing issues, and installment collections.
- Strong analytical skills with the ability to identify retention trends.
- Experience collaborating with cross-functional teams like Sales, Finance, and Billing.
- Ability to navigate difficult customer conversations with empathy.
- Strong organizational skills and attention to detail.
- Experience with CRM platforms like HubSpot or Salesforce is a plus.
- Familiarity with subscription or installment payment models.
Responsibilities
- Manage the end-to-end customer retention process, including refund requests and revenue recovery.
- Negotiate retention solutions such as payment plans, account credits, and course transfers.
- Proactively engage customers to resolve billing issues and recover overdue installment payments.
- Partner with the Billing team to reduce chargebacks and payment defaults.
- Analyze root causes of refund requests and payment failures to provide actionable insights to Sales and Product teams.
- Develop and refine retention strategies, communication scripts, and workflows.
- Track and report on KPIs including refund rates, retention rates, and recovered revenue.
- Handle escalated customer cases using data-driven decision-making.
- Coach the retention team on best practices and communication standards.
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