Retention and Sales Specialist

Job Summary

Owning the retention process for premium programs, the full-time Remote Retention and Sales Specialist will manage retention conversations, oversee external sales partners, and ensure effective onboarding to enhance customer loyalty and reduce refunds.

Key responsibilities

• Own the end-to-end retention process and manage retention calls for high-value cases
• Define onboarding standards and build risk signals to identify disengaging students early
• Manage commercial relationships with external sales agencies, ensuring performance metrics are met

Required qualifications

• 5+ years in retention, customer success, or customer-facing sales, with at least two years owning a commercial outcome
• Demonstrable track record of improving retention, churn, or conversion metrics
• Experience managing agencies or contractors against performance standards
• Proficiency with CRM platforms and ticketing systems, particularly Zendesk
• Strong interest in personal growth and familiarity with online learning platforms