Remote Customer Retention Lead - Revenue Protection

Elvtr Us Llc.; Polska; Remote; PLN 303,000 - 417,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Career advancement

Free ELVTR course access

Professional development

Remote-friendly culture

Flexible schedule

Job summary

ELVTR, a fast-growing online education company, seeks a Senior Customer Retention Manager for a remote role. You will own the retention strategy, reduce refunds, and drive revenue growth while protecting the customer experience. Collaborate with Sales, Finance, and Operations to implement data-driven improvements.

The role requires 3+ years in retention/CS, strong English, and experience supporting the US market. You’ll lead a KPI-driven team and foster best practices across departments.

Qualifications

• 3+ years in Sales Retention, Customer Retention, Customer Success, or related field; senior/lead role preferred.
• Excellent English communication, written and spoken.
• Experience supporting customers in the US market.
• Proven negotiation and objection-handling skills with a track record of reducing refunds.
• Experience managing refunds, payment recovery, and billing issues.
• Data-driven mindset to analyze retention metrics and identify improvements.
• Strong ownership, problem-solving, and decision-making skills.
• Excellent organizational skills and attention to detail.
• Experience collaborating with Sales, Billing, Finance, and Customer Success teams.
• Leadership, mentoring, or process-improvement experience is a strong plus.

Responsibilities

• Own the customer retention process, managing refunds while maximizing retained revenue and a positive customer experience.
• Negotiate alternatives to refunds, including credits, payment plans, partial refunds, transfers, and other retention solutions.
• Recover overdue installment payments by pro-actively engaging customers and resolving billing issues.
• Partner with Billing to reduce payment defaults, chargebacks, and outstanding balances.
• Analyze root causes behind refunds and payment failures; provide actionable insights to Sales, Product, and Ops.
• Develop and improve retention strategies, workflows, scripts, and internal processes.
• Track and report key retention metrics: refund rates, retention, recovered revenue, installment recovery, chargebacks.
• Handle escalated cases with data-driven decisions balancing customer satisfaction and business goals.
• Coach retention team, review interactions, and maintain high communication standards.
• Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations.
• Identify opportunities to automate retention processes and boost efficiency.
• Own retention KPIs and test initiatives to improve revenue recovery and reduce losses.

Skills

Customer retention

Negotiation

Data analysis

Cross-functional collaboration

Leadership (plus)

Account management

Tools

HubSpot

Salesforce

Job description

ELVTR, a fast-growing online education company, seeks a Senior Customer Retention Manager for a remote role. You will own the retention strategy, reduce refunds, and drive revenue growth while protecting the customer experience. Collaborate with Sales, Finance, and Operations to implement data-driven improvements.

The role requires 3+ years in retention/CS, strong English, and experience supporting the US market. You’ll lead a KPI-driven team and foster best practices across departments.