Head of Customer Success

To enhance customer relationships and drive sustainable growth, the full-time remote Head of Customer Retention will manage the retention process, negotiate alternatives to refunds, and analyze retention metrics while collaborating with cross-functional teams. Key responsibilities Own the customer retention process, managing refund requests and maximizing retained revenue Negotiate alternatives to refunds, including account credits and payment plans Analyze root causes behind refund requests and payment failures, providing actionable insights to improve retention strategies Required qualifications 3+ years of experience in Sales Retention, Customer Success, or a related field, preferably in a senior role Strong negotiation and objection-handling skills with a proven track record of reducing refunds Experience managing refund requests, payment recovery, and billing issues A data-driven mindset with the ability to analyze retention metrics Excellent organizational skills and experience collaborating with cross-functional teams