Sales & Retention Specialist

Jobgether SRL; Italia; In loco; EUR 52.000 - 76.000; Tempo pieno

Vantaggi offerti da questo lavoro

High-ownership role

AI-assisted tools

Cross-functional teamwork

International client base

Growth opportunities

Diversity & inclusion

Descrizione del lavoro

Jobgether SRL, on behalf of a partner company, is seeking a Sales & Retention Specialist based in Italy. You will own key stages of the customer journey for premium programs, from onboarding through retention and potential churn, using AI-assisted tools and cross-functional collaboration to protect revenue and improve outcomes.

You will manage external sales partners, design structured experiments, and translate customer insights into product and marketing improvements, with a high-ownership

Competenze

• 5+ years in retention, customer success, or related sales role.
• Proven track record improving retention, churn, or conversion metrics.
• Experience managing external partners against performance standards.
• Skilled in designing experiments to drive outcomes.
• Strong understanding of CLV, churn drivers, and premium customers.
• Excellent communication and influencing abilities.

Mansioni

• Own end-to-end retention process for premium programs.
• Lead complex retention conversations and define coaching approaches.
• Develop and refine retention offers based on data.
• Design quarterly retention experiments with hypotheses and results.
• Identify friction in the refund journey and improve processes.
• Lead win-back initiatives to recover churned customers.
• Define onboarding standards and measurable expectations.
• Monitor agency performance metrics and reconcile reports.
• Manage lead lists for external sales and monitor conversions.
• Provide training content and pricing clarity to enable sales.
• Present retention and revenue performance to leadership.
• Translate churn feedback into product/marketing improvements.
• Maintain retention playbooks and transcripts.

Conoscenze

Retention strategy

Sales skills

Data fluency

Customer empathy

Cross-functional collaboration

Strumenti

Airtable

Google Sheets

Zendesk

CRM systems

Descrizione del lavoro

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sales & Retention Specialist based in Italy.As a Sales & Retention Specialist, you’ll own key stages of the customer journey for premium programs, from onboarding through retention and potential churn. You’ll combine customer advocacy, commercial judgement, sales expertise, and data-driven experimentation to protect revenue and improve customer outcomes. The role involves personally handling high-value and complex retention conversations while shaping the standards and processes used across the wider team. You’ll also manage external sales and appointment-setting partners, ensuring their performance meets clearly defined commercial targets. Using AI-assisted tools, you’ll streamline case analysis, reporting, and documentation so you can focus on high-impact conversations and decisions. You’ll work closely with Product, Marketing, Technology, Community, and Customer Experience teams to identify root causes and improve the customer journey. This is a high-ownership role for someone who wants to directly influence measurable retention, conversion, customer experience, and revenue outcomes.

Accountabilities

• Own the end-to-end retention process for premium programs, including retention rates and retained-value targets.
• Personally lead high-value and complex retention conversations while defining scripts, standards, and coaching approaches for other team members.
• Develop and refine retention offers based on customer needs, root causes, and performance data.
• Design and run structured quarterly retention experiments, clearly defining hypotheses, samples, results, and next actions.
• Identify friction in the refund journey and work with relevant teams to improve intake, routing, processes, and tooling.
• Lead win-back initiatives for churned customers and convert re-engagement opportunities into future revenue.
• Define onboarding standards and measurable expectations for what customers should accomplish, understand, and experience during their first one to two weeks.
• Establish early-warning signals to identify disengagement before customers reach the refund stage.
• Identify gaps between sales promises and customer delivery, providing evidence-based feedback to Product and Marketing.
• Handle escalated customer cases through ticketing and email channels with empathy, sound judgement, and timely resolution.
• Manage relationships with external sales and appointment-setting agencies, covering sourcing, benchmarking, interviews, negotiations, contracts, and ongoing performance management.
• Define and monitor agency performance metrics, including connect rate, booked calls per hour, show rate, and close rate.
• Verify agency-reported sales against internal systems and manage the reconciliation process before results reach Finance.
• Manage lead lists for external sales, including failed payments, abandoned checkouts, and churned customers, and monitor conversion performance.
• Support sales enablement through training content, objection handling, one-pagers, pricing clarity, and booking-flow quality assurance.
• Maintain accurate retention data, including offers, refund reasons, call outcomes, and case statuses.
• Present retention, onboarding, and external sales performance to leadership with clear analysis and actionable recommendations.
• Translate recurring churn and customer feedback into specific issues for Product and Marketing, following through on whether improvements deliver results.
• Maintain working documentation such as retention playbooks, call scripts, and transcript libraries.

Requirements

• 5+ years of experience in retention, customer success, customer-facing sales, or a related commercial role, including at least 2 years owning a measurable commercial outcome.
• Demonstrated success improving a retention, churn, conversion, or comparable business metric, supported by measurable results.
• Experience managing agencies, contractors, vendors, or other external partners against defined performance standards.
• Experience designing and running structured experiments rather than simply executing established processes.
• Strong understanding of retention strategy, including churn drivers, save offers, win-back approaches, and customer lifetime value in a high-value or premium environment.
• Strong commercial and sales skills, including funnel optimization, objection handling, conversion techniques, and understanding of customer decision-making.
• Strong data fluency, with the ability to build and interrogate datasets, design valid tests, interpret results, and translate findings into action.
• Confidence using tools such as Airtable and Google Sheets, along with CRM, ticketing, and scheduling platforms such as Zendesk.
• Comfortable using AI tools for transcription, case analysis, reporting, and workflow optimization.
• Strong customer empathy, sound judgement, and integrity when handling sensitive customer situations.
• Excellent communication and influencing skills, with the ability to motivate customers, colleagues, and external partners.
• Strong ownership mentality, commercial discipline, and willingness to take responsibility for measurable outcomes.
• A proactive, root-cause-oriented approach to problem solving, with a focus on closing the loop and validating whether changes worked.
• Ability to remain calm and effective when customer and case volumes increase around launches or refund periods.
• Experience with online learning platforms, premium programs, or international customer bases is advantageous.
• A genuine interest in personal growth and development is valued; familiarity with personal-development content is a plus.

Benefits

• High-ownership role with direct influence over customer experience, retention, sales performance, and revenue.
• Opportunity to work across retention, onboarding, customer experience, sales operations, and external partner management.
• AI-assisted working environment designed to reduce administrative work and enable greater focus on high-value activities.
• Opportunity to collaborate cross-functionally with Product, Marketing, Technology, Community, and Customer Experience teams.
• Exposure to an international customer base and premium digital learning programmes.
• Strong opportunity for professional growth through ownership of measurable commercial outcomes.
• Inclusive and diverse working environment with equal opportunity for qualified candidates.
• Opportunity to contribute to continuous experimentation and process improvement across the customer lifecycle.

We appreciate your interest and wish you the best!