Head of Customer Retention & Revenue (Remote)

ELVTR; Mexico; On-site; PHP 5,643,000 - 8,150,000; Full time

Benefits offered by this job

Competitive compensation with bonuses

Free ELVTR courses and professional 개발

Remote-first culture and flexible work

Health & wellbeing benefits

Job summary

ELVTR, a fast-growing online education company, seeks an experienced Customer Retention Manager to strengthen learner relationships, reduce refunds, and maximize long-term revenue. You will partner with Sales, Finance, Customer Success, Billing, and Operations to implement retention strategies and data-driven improvements.

The role is remote, with a 9AM-6 PM EST schedule, and requires leadership experience, strong negotiation skills, and a passion for customer-centric growth in a global online

Qualifications

• 3+ years in Sales Retention, Customer Retention, Customer Success, or related field, ideally senior/lead
• Proven experience supporting customers in the US market
• Strong negotiation and objection-handling skills with a track record of reducing refunds and recovering revenue
• Data-driven mindset with ability to analyze retention metrics and drive improvements
• Ability to own processes, solve problems, and make decisions
• Excellent organizational skills and attention to detail
• Experience collaborating with Sales, Billing, Finance, Customer Success, and cross-functional teams
• Previous leadership, mentoring, or process improvement experience is a strong plus

Responsibilities

• Own the customer retention process and manage refunds while maximizing retained revenue and delivering a positive customer experience
• Negotiate alternatives to refunds (credits, payment plans, transfers, etc.) to improve retention
• Recover overdue installment payments by proactively engaging customers
• Partner with Billing to reduce payment defaults, chargebacks, and balances
• Analyze root causes of refunds and payment failures and provide actionable insights to Sales, Product, and Operations
• Develop and improve retention strategies, workflows, and communication scripts
• Track and report key retention metrics (refund rates, retention rates, recovered revenue)
• Handle escalated customer cases balancing satisfaction with business goals
• Coach retention team, review interactions, and uphold high communication standards
• Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, Operations
• Identify opportunities to automate retention processes and improve efficiency
• Own retention KPIs and test initiatives to improve revenue recovery

Skills

English communication

US market experience

Negotiation

Data-driven decision making

Ownership & accountability

Organization & detail orientation

Leadership & mentoring

Cross-functional collaboration

Tools

HubSpot

Salesforce

Job description

ELVTR, a fast-growing online education company, seeks an experienced Customer Retention Manager to strengthen learner relationships, reduce refunds, and maximize long-term revenue. You will partner with Sales, Finance, Customer Success, Billing, and Operations to implement retention strategies and data-driven improvements.

The role is remote, with a 9AM-6 PM EST schedule, and requires leadership experience, strong negotiation skills, and a passion for customer-centric growth in a global online