Head of Customer Retention

Job Summary

To enhance customer relationships and drive sustainable growth, the full-time remote Head of Customer Retention will manage the retention process, negotiate alternatives to refunds, and analyze retention metrics while collaborating with cross-functional teams.

Key responsibilities

• Own the customer retention process, managing refund requests and maximizing retained revenue
• Negotiate alternatives to refunds, including account credits and payment plans
• Analyze root causes behind refund requests and payment failures, providing actionable insights to improve retention strategies

Required qualifications

• 3+ years of experience in Sales Retention, Customer Success, or a related field, preferably in a senior role
• Strong negotiation and objection-handling skills with a proven track record of reducing refunds
• Experience managing refund requests, payment recovery, and billing issues
• A data-driven mindset with the ability to analyze retention metrics
• Excellent organizational skills and experience collaborating with cross-functional teams