Retention and Customer Experience Lead

About the role

ELVTR is seeking a Retention and Customer Experience Lead to own the end‑to‑end retention process for its global learner community. In this remote, full‑time position you will protect the customer journey after enrollment, reduce refunds, recover revenue, and build long‑term loyalty.

Key responsibilities

• Manage refund requests, negotiate alternatives (credits, payment plans, partial refunds, course transfers) and maximize retained revenue.
• Proactively engage learners with overdue installments, resolve billing issues, and collaborate with the Billing team to lower defaults and chargebacks.
• Analyse root causes of refunds and payment failures, delivering actionable insights to Sales, Product and Operations.
• Develop, test and continuously improve retention strategies, workflows, communication scripts and internal processes.
• Track, report and act on key metrics such as refund rate, retention rate and recovered revenue.

Required profile

• Strong analytical mindset with a data‑driven approach to problem solving.
• Excellent negotiation and communication skills, able to create win‑win outcomes.
• Highly organized, self‑motivated and comfortable working in a fast‑paced, KPI‑focused environment.
• Experience in customer success, retention, or related functions, preferably in an online‑education or SaaS setting.

Required skills

What we offer

• Fully remote work with a standard 9 AM‑6 PM EST schedule.
• Opportunity to shape retention strategy for a fast‑growing ed‑tech company.
• Collaborative cross‑functional environment with leaders from top global brands.