Head Of Retention Latam

Tripleten; A distancia; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

An innovative education provider is seeking a Head of Retention for LATAM. This role involves owning retention metrics, leading teams focused on onboarding, refunds, and success, and building effective strategies to enhance student engagement and minimize churn. Candidates should have over 5 years in retention or sales, substantial team management experience, and a strong understanding of retention metrics. A full-time remote position offering a competitive salary and high autonomy in a supportive environment.

Servicios

Competitive compensation

Flexible schedule

High autonomy in operations

Dedicated analytics support

Resources for building systems

Formación

• 5+ years in retention or sales with 3+ years managing teams.
• Direct ownership of retention metrics with documented results.
• Experience building or transforming retention strategies.
• Understanding of churn rate and cohort analysis.
• Comfortable with analytics tools.
• Hands-on execution in retention operations.

Responsabilidades

• Own retention metrics and develop strategies.
• Direct accountability for churn and retention analysis.
• Create playbooks and intervention workflows.
• Lead team processes and design KPI frameworks.
• Collaborate cross-functionally to drive retention insights.

Conocimientos

Retention strategy

Team management

Churn analysis

Cross-functional collaboration

Data analysis

Fluent English

Herramientas

Tableau

Descripción del empleo

TripleTen is an award-winning online school in the technology bootcamp space.

Our mission is to help people transform their lives and succeed in tech.

We offer flexible learning, career mentorship, resume and portfolio support — and we proudly maintain an 87% job placement rate across our Web Development, QA, Data Analytics, and Data Science programs.

We're looking for a Head of Retention for LATAM, who will be responsible for student retention and for leading three core teams: Onboarding, Refunds, and Success.

Your goal will be to build a scalable, predictable retention system that increases student engagement and reduces churn.

You will work closely with the Product team to improve the student journey, strengthen retention touchpoints, and implement initiatives that drive measurable impact.

We're seeking a leader with strong commercial experience, who can translate business goals into effective operational processes.

The ideal candidate can evaluate performance through data, make strategic decisions quickly, and guide teams through both day-to-day operations and long-term improvements.

What you will do

• Own retention metrics and build strategy
• Direct accountability for monthly churn, cohort retention curves, NRR, and LTV
• Build retention strategy based on cohort analysis and customer journey mapping
• Identify drop‑off points (currently 15% churn months 1‑2, 10% months 4‑5) and design interventions
• Build retention operations
• Create retention playbooks: scripts, objection handling, intervention workflows
• Establish processes from at‑risk signals to actions (automated + manual touchpoints)
• A/B test retention tactics and systematically measure results
• Lead the team
• Manage onboarding lead, retention lead, and success team
• Structure work with clear functional splits and coordination
• Design KPI frameworks and compensation aligned with retention goals
• Drive commercial prioritization
• Segment students by LTV and design differentiated retention approaches
• Calculate ROI before launching initiatives; allocate budget based on expected impact
• Make trade‑offs: when to fight for retention, when to let go
• Cross‑functional collaboration
• Influence Product roadmap with retention insights
• Partner with Curriculum to improve learning experience
• Sync with Marketing / Sales on student expectations

Must have

• 5+ years in retention / sales with 3+ years managing teams of 5+ people
• Direct ownership of churn / retention metrics with documented results (e.g., reduced churn X% to Y%)
• Experience building retention strategy or transforming existing operations
• Deep understanding of retention mechanics: churn rate, cohort analysis, LTV, NRR
• Comfortable with analytics tools (Tableau or similar)
• Revenue‑first mindset: thinks in ROI, unit economics, not just satisfaction
• Hands‑on execution: builds playbooks, scripts, and can handle retention calls personally
• Strategic thinking + bias for action (test and learn approach)
• Influence without authority (cross‑functional collaboration)
• English fluent
• Willing to working in the LATAM timezone

Nice to have

• EdTech, online education, or subscription B2C experience
• Spanish or Portuguese language
• 1+ years tenure in previous roles

What we can offer you

Full‑time remote contract with a flexible schedule.

• Competitive compensation.
• Direct ownership of critical business metrics affecting revenue and student satisfaction.
• High autonomy to build and optimize operational systems from the ground up.
• Resources including budgeting authority, dedicated analytics support, and access to the CRM team.
• Fully remote collaboration alongside an experienced, global professional team.

Seniority level: Not Applicable

Employment type: Full‑time

Job function: Marketing and Sales

Industries: E‑Learning Providers