Senior Retention Architect — Remote, Data-Driven Growth

Elvtr Us Llc.; United States; Remote; MXN 480,000 - 720,000; Full time

Benefits offered by this job

Competitive pay

Bonuses

Career growth

Remote-friendly

Gym membership reimbursement

Mental health support

Paid vacation

Job summary

ELVTR is seeking a Lead Retention Specialist to protect customer experience while driving sustainable business growth. You will own the retention process, negotiate alternatives to refunds, and recover overdue payments, partnering with Billing and cross-functional teams.

The role is remote with a 9 AM–6 PM EST schedule. The ideal candidate has 3+ years in retention, excellent English, and experience supporting the US market, plus a data-driven mindset and leadership experience.

Qualifications

• 3+ years in sales retention, customer retention, customer success, or related field in a senior/lead role.
• Excellent English communication skills, written and spoken.
• Proven experience supporting customers in the US market and reducing refunds.
• Strong negotiation and billing/revenue recovery experience.

Responsibilities

• Own the retention process, maximizing revenue while delivering a positive customer experience.
• Negotiate refunds alternatives (credits, payment plans, transfers, etc.).
• Recover overdue installments and resolve billing issues.
• Collaborate with Billing, Sales, Product, and Operations to reduce defaults.
• Analyze root causes of refunds and payment failures; share actionable insights.
• Develop and improve retention workflows, scripts, and processes.
• Track retention metrics and report on key KPIs; handle escalated cases with data-driven decisions.

Skills

English proficiency

US market experience

Negotiation skills

Data-driven

Cross-functional collaboration

Leadership mentoring

Problem solving

Tools

HubSpot

Salesforce

Job description

ELVTR is seeking a Lead Retention Specialist to protect customer experience while driving sustainable business growth. You will own the retention process, negotiate alternatives to refunds, and recover overdue payments, partnering with Billing and cross-functional teams.

The role is remote with a 9 AM–6 PM EST schedule. The ideal candidate has 3+ years in retention, excellent English, and experience supporting the US market, plus a data-driven mindset and leadership experience.