Remote Retention & Customer Experience Leader

Elvtr Us Llc.; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Professional growth opportunities

Remote-friendly culture

Health & wellbeing benefits

Job summary

ELVTR is seeking a Lead Retention Specialist to own the customer retention process and protect revenue while delivering a superior customer experience. You’ll partner with Billing, Sales, Finance, and Operations to resolve issues, recover revenue, and reduce refunds in a fast-paced, KPI-driven environment.

You will influence retention strategies, mentor a team, and optimize workflows using data and customer insights to drive long-term loyalty across the US market.

Qualifications

• 3+ years in Sales Retention, Customer Retention or Customer Success, preferably in a lead role.
• Excellent English communication skills, both written and spoken.
• Proven experience supporting customers in the US market.
• Strong negotiation and objection-handling skills with revenue recovery track record.
• Experience managing refunds, billing issues, and installment collections.

Responsibilities

• Own the retention process, manage refund requests, and maximize retained revenue.
• Negotiate alternatives to refunds (credits, plans, transfers) to retain customers.
• Recover overdue payments and resolve billing-related issues.
• Collaborate with Billing, Sales, Finance, and Operations to reduce losses.
• Analyze root causes of refunds and payment failures, providing actionable insights.
• Develop and improve retention strategies, scripts, and workflows.

Skills

Retention expertise

Customer success

Negotiation

Data analysis

Team leadership

US market knowledge

CRM platforms (HubSpot, Salesforce)

Tools

HubSpot

Salesforce

Billing systems

Job description

ELVTR is seeking a Lead Retention Specialist to own the customer retention process and protect revenue while delivering a superior customer experience. You’ll partner with Billing, Sales, Finance, and Operations to resolve issues, recover revenue, and reduce refunds in a fast-paced, KPI-driven environment.

You will influence retention strategies, mentor a team, and optimize workflows using data and customer insights to drive long-term loyalty across the US market.