Remote Retention & Revenue Lead

ELVTR; Colombia; Presencial; COP 89.280.000 - 178.560.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Performance-based bonuses

Remote-first culture

Health & wellbeing benefits

Free ELVTR courses

Descripción de la vacante

ELVTR is seeking an experienced Sales Retention Manager to protect the customer experience, recover revenue, and reduce refunds, working with Sales, Billing, and Customer Success. This remote, international role follows EST hours and offers a remote-first culture.

You will own retention strategies, analyze refund drivers, coach the retention team, and drive KPIs across a global, fast-growing EdTech organization. Strong negotiation and English fluency are essential.

Formación

• 3+ years of experience in Sales Retention, Customer Retention, or related field, senior/lead role 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 and recovering revenue.

Responsabilidades

• 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 with Billing to reduce payment defaults, chargebacks, and outstanding balances.
• Analyze root causes of refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams.
• Develop and improve retention strategies, workflows, communication scripts, and internal processes.
• Track and report retention metrics, including refund rates, retention rates, recovered revenue, and chargeback prevention.
• Coach and support the retention team by sharing best practices and maintaining high communication standards.

Conocimientos

English communication

Negotiation

Data-driven

Retention strategy

Team leadership

Cross-functional collaboration

Educación

Bachelor's degree or higher

Herramientas

HubSpot

Salesforce

Billing systems

Descripción del empleo

ELVTR is seeking an experienced Sales Retention Manager to protect the customer experience, recover revenue, and reduce refunds, working with Sales, Billing, and Customer Success. This remote, international role follows EST hours and offers a remote-first culture.

You will own retention strategies, analyze refund drivers, coach the retention team, and drive KPIs across a global, fast-growing EdTech organization. Strong negotiation and English fluency are essential.