Customer Retention Manager
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Job Description
Customer Retention Manager protecting learner experience for ELVTR, a global online education company. Reducing refunds, recovering payments, and improving retention revenue.
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 engaging customers and resolving billing-related issues
- Partner with Billing to reduce payment defaults, chargebacks, and outstanding balances
- Analyze root causes behind refund requests and payment failures, providing insights to Sales, Product, and Operations
- Develop and improve retention strategies, workflows, communication scripts, and internal processes
- Track and report retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
- Handle escalated customer cases using data-driven decisions
- Coach and support the retention team by sharing best practices and reviewing customer interactions
- Collaborate with Sales, Customer Success, Finance, Legal, and Operations
- Identify opportunities to automate retention processes and improve operational efficiency
- Own retention KPIs and implement initiatives to improve revenue recovery and reduce financial 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 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 while protecting company interests
- Ability to analyze retention metrics and identify improvement opportunities
- Strong ownership, problem-solving, and decision-making skills
- Excellent organizational skills and attention to detail
- Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams
- Previous leadership, mentoring, or process improvement experience is a strong plus
- Experience in online education or EdTech is nice to have
- Experience in high-ticket B2C sales environments is nice to have
- Previous experience leading or mentoring a retention team is nice to have
- Familiarity with CRM platforms such as HubSpot or Salesforce is nice to have
- Experience with subscription or installment payment models is nice to have
- Knowledge of billing operations, chargebacks, and payment recovery processes is nice to have
- Experience analyzing customer retention metrics is nice to have
- Familiarity with AI-powered customer support or sales tools is nice to have
Benefits:
- Competitive salary
- Performance-based bonuses
- Opportunities for career advancement
- Free access to ELVTR courses
- Ongoing professional development opportunities
- Career growth within ELVTR
- Work from wherever you're most productive
- Flexible and supportive work environment
- Collaborative international team
- Gym membership reimbursement
- Mental health support
- Generous paid vacation allowance
- Equal opportunity employer committed to a diverse and inclusive workplace
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