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ELVTR

Customer Retention Manager

ELVTR

. Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience .

Posted 9/23/2026full-timeRemote • Poland, Estonia, Hungary, Czechia, RomaniaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer retention strategies, including managing refund requests and payment recovery while maximizing revenue. Proficient in analyzing retention metrics and collaborating with cross-functional teams to enhance operational efficiency.

Highest-signal resume keywords
Customer Retention ManagementNegotiation SkillsData Analysis for Retention MetricsExperience in EdTech IndustryLeadership in Retention Team

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Refund ManagementPayment RecoveryBilling Issue ResolutionCustomer Success StrategiesRetention Metrics AnalysisHigh-Ticket B2C SalesSubscription Payment ModelsChargeback PreventionOperational Efficiency ImprovementCustomer Retention Strategies
Soft Skills
Excellent Communication SkillsEmpathy in Customer ConversationsProblem-Solving SkillsOrganizational SkillsAttention to Detail
Tools & Technologies
CRM PlatformsHubSpotSalesforceAI-Powered Customer Support ToolsConversation Intelligence Platforms
Industry Keywords
Online EducationEdTechB2C SalesBilling OperationsPayment Recovery Processes

About the role

Key responsibilities & impact
  • Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
  • Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions
  • Recover overdue installment payments and resolve billing-related issues
  • Partner with Billing to reduce payment defaults, chargebacks, and outstanding balances
  • Analyze root causes behind refund requests and payment failures and provide actionable insights
  • Develop and improve retention strategies, workflows, communication scripts, and internal processes
  • Track and report retention metrics including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
  • Handle escalated customer cases using data-driven decisions
  • Coach and support the retention team by sharing best practices and reviewing customer interactions
  • Collaborate with Sales, Customer Success, Finance, Legal, and Operations
  • Identify opportunities to automate retention processes and improve operational efficiency
  • Own retention KPIs and implement initiatives to improve revenue recovery and reduce financial losses

Requirements

What you’ll need
  • 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field
  • Excellent English communication skills, both written and spoken
  • Proven experience supporting customers in the US market
  • Strong negotiation and objection-handling skills
  • Experience managing refund requests, payment recovery, billing issues, and installment collections
  • Ability to navigate difficult customer conversations with empathy while protecting company interests
  • Data-driven mindset with ability to analyze retention metrics and identify improvement opportunities
  • 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
  • Experience in 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 with subscription or installment payment models
  • Knowledge of billing operations, chargebacks, and payment recovery processes
  • Experience analyzing customer retention metrics
  • Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms

Benefits

Comp & perks
  • Competitive salary
  • Performance-based bonuses
  • Opportunities for career advancement
  • Free access to ELVTR courses
  • Ongoing professional development opportunities
  • Career growth within one of the world's fastest-growing online education companies
  • Work from wherever you're most productive
  • Flexible and supportive work environment
  • Collaborative international team
  • Gym membership reimbursement
  • Mental health support
  • Generous paid vacation allowance