To support a growing online education platform, the full-time remote Lead Retention Specialist will manage customer retention processes, negotiate alternatives to refunds, and analyze retention metrics to enhance customer satisfaction and revenue recovery. Key responsibilities Own the customer retention process, managing refund requests and maximizing retained revenue Negotiate alternatives to refunds and recover overdue installment payments through proactive customer engagement 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 Retention, or Customer Success, preferably in a senior role Proven experience managing refund requests, payment recovery, and billing issues Strong negotiation skills with a track record of reducing refunds and recovering revenue Ability to navigate difficult customer conversations with empathy while protecting company interests Experience collaborating with cross-functional teams such as Sales, Billing, and Customer Success