Head of Retention

Join One of the Fastest-Growing Online Education Companies in the World
At ELVTR, we're transforming online education by connecting ambitious professionals with industry leaders from companies like Nike, Netflix, Google, Amazon, and more.
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.
Now we're looking for an experienced Head of Retention to help us build lasting relationships with our learners while maximizing customer satisfaction and long-term revenue. If you're passionate about customer experience, thrive in a fast-paced environment, and enjoy finding solutions that create value for both customers and the business, we'd love to meet you.
This is a full-time, remote role with a working schedule for this role will be 9AM-6 PM EST.
Why This Role Is Different
At ELVTR, customer relationships don't end after enrollment—they're just beginning. As our Lead Retention Specialist, 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, 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.
Ready to Help Shape the Future of Online Learning?
If you're looking for more than just another customer retention role—if you want to build meaningful customer relationships, solve complex challenges, and make a measurable impact on both learners and business growth—we'd love to hear from you.
Apply today and become part of ELVTR's next chapter of growth.
ELVTR is proud to be an equal opportunity employer committed to creating a diverse and inclusive workplace for all.

Work arrangement
No