Customer Retention Manager

About Us

At ELVTR, we're transforming online education by connecting ambitious professionals with industry leaders from companies like Nike, Netflix, Google, and Amazon. Since launching in 2020, we've grown into a global learning community with over 300 expert instructors, delivering more than 200 live online courses across 12 industries. To date, we've helped 22,000+ graduates worldwide gain the skills, confidence, and connections needed to advance their careers.

Why This Role Is Different

At ELVTR, customer relationships don't end after enrollment—they're just beginning. As our Customer Retention Manager, you'll play a critical role in protecting the customer experience while driving sustainable business growth.

You'll take ownership of our retention strategy, helping customers find the best possible solutions while reducing refunds, recovering revenue, and improving long-term customer loyalty. Working closely with Sales, Finance, Customer Success, Billing, and Operations, you'll use data, empathy, and strategic thinking to continuously improve our retention processes and outcomes.

You'll Love This Role If You:

• Enjoy solving complex customer challenges with creative solutions
• Thrive in a fast-paced, KPI-driven environment
• Are an exceptional negotiator who can create win-win outcomes
• Love using data to improve processes and business performance
• Enjoy coaching others and sharing best practices
• Are highly organized and take ownership of your work
• Communicate confidently with customers and cross-functional teams
• Believe outstanding customer experiences drive long-term business success

What You'll Do

• 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
• Identify opportunities to automate retention processes and improve operational efficiency
• Take ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial losses

Requirements

What We're Looking For

• 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 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 while protecting company interests
• A data-driven mindset with the ability to analyze retention metrics and identify opportunities for improvement
• 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

Nice to Have

• Experience in the online education or EdTech industry
• Experience in high-ticket B2C sales environments
• Previous experience leading or mentoring a retention team
• Familiarity with CRM platforms such as HubSpot or Salesforce, or similar systems
• Experience working with subscription or installment payment models
• Knowledge of billing operations, chargebacks, and payment recovery processes
• Experience analyzing customer retention metrics to drive business improvements
• Comfortable working in a fast-paced, performance-driven environment
• Experience collaborating across Sales, Finance, Product, and Customer Success teams
• Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms

Benefits

What We Offer

• Competitive Compensation: Competitive salary, Performance-based bonuses, Opportunities for career advancement as ELVTR continues to grow globally
• Learn and Grow: Free access to ELVTR courses, Ongoing professional development opportunities, Career growth within one of the world's fastest-growing online education companies
• Remote-First Culture: Work from wherever you're most productive, Flexible and supportive work environment, Collaborative international team
• Health & Wellbeing: Gym membership reimbursement, Mental health support, Generous paid vacation allowance

Why Join ELVTR?

• Make an Impact: Every course you help create empowers professionals to build new skills, advance their careers, and unlock opportunities they never thought possible.
• Grow Your Career: We're committed to developing our people. As ELVTR continues to expand globally, you'll have opportunities to grow professionally, take on new challenges, and shape the future of online education.
• Join a Winning Team: Work alongside passionate educators, creators, marketers, and innovators who are committed to delivering world-class learning experiences and making education more accessible around the world.