Customer Retention Manager

About the role

ELVTR is seeking an experienced Customer Retention Manager to own and evolve its retention strategy. In this remote, full‑time position you will protect the learner experience, reduce refunds, recover revenue and build long‑term loyalty across a fast‑growing online education platform.

Key responsibilities

• Manage the end‑to‑end retention process, handling refund requests while maximizing retained revenue.
• Negotiate alternatives to refunds such as account credits, payment plans, partial refunds, or course transfers.
• Proactively recover overdue installment payments and resolve billing issues.
• Collaborate with Billing, Sales, Product and Operations to reduce defaults, chargebacks and outstanding balances.
• Analyse root causes of refunds and payment failures, delivering actionable insights to cross‑functional teams.
• Develop, test and continuously improve retention workflows, communication scripts and internal processes.
• Track, report and optimise key metrics including refund rate, retention rate and recovered revenue.

Required profile

• Proven experience in customer retention, success or revenue recovery within a SaaS or online‑service environment.
• Strong analytical mindset with the ability to translate data into process improvements.
• Excellent negotiation and communication skills, able to create win‑win outcomes.
• Highly organised, self‑motivated and comfortable working in a KPI‑driven, fast‑paced setting.

Required skills

What we offer

• Full‑time remote work with a schedule of 9 AM‑6 PM EST.
• Opportunity to shape retention strategy at a rapidly scaling education company.
• Collaborative, mission‑driven culture focused on learner success.