Lead Retention Specialist
RemoteSouth Africa
Job Summary
Own the customer retention process by managing refund requests, negotiating alternatives like account credits and payment plans, and recovering overdue installment payments. Proactively engage customers to resolve billing issues, reduce payment defaults, and analyze root causes behind refund requests to provide actionable insights to Sales, Product, and Operations. Develop and continuously improve retention strategies, workflows, and communication scripts while tracking key metrics such as refund rates, retention rates, and recovered revenue. Handle escalated cases with data-driven decisions that balance customer satisfaction with business objectives, coaching the team and collaborating cross-functionally with Sales, Finance, and Customer Success to ensure a seamless experience. Identify opportunities to automate processes and implement initiatives that improve revenue recovery and reduce financial losses.
Required Qualifications
- 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field, preferably in a senior or 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 a track record of reducing refunds and recovering revenue
- Experience managing refund requests, payment recovery, billing issues, and installment collections
- Ability to navigate difficult customer conversations with empathy while protecting company interests
- A data-driven mindset with the ability to analyze retention metrics and identify opportunities for improvement
- Strong ownership, problem-solving, and decision-making skills
- Excellent organizational skills and attention to detail
- Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams
Desired Qualifications
- Previous leadership, mentoring, or process improvement experience is a strong plus
- Experience in the online education or EdTech industry
- Experience in high-ticket B2C sales environments
- Previous experience leading or mentoring a retention team
- Familiarity with CRM platforms such as HubSpot, Salesforce, or similar systems
- Experience working with subscription or installment payment models
- Knowledge of billing operations, chargebacks, and payment recovery processes
- Experience analyzing customer retention metrics to drive business improvements
- Comfortable working in a fast-paced, performance-driven environment
- Experience collaborating across Sales, Finance, Product, and Customer Success teams
- Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.