Own the end-to-end retention process for premium programs, and own the retention rate and
Run retention calls personally on high-value and complex cases
Design and run structured retention experiments each quarter
Identify and remove friction in the refund journey
Own the re-engagement motion for churned students
Own onboarding as a measured stage, defining what a student should have done, understood and felt

🎯 Requirements

Understand churn drivers, save offers, win-back mechanics and lifetime value in a high-ticket
Ability to source, benchmark, negotiate with and hold external sales partners to performance
Concurrency techniques, funnel optimisation, objection handling and customer decision psychology
Able to build and interrogate a dataset, design a valid test, read the result honestly and act on
Comfortable using AI daily for transcription, case analysis and reporting
Proficiency with CRM platforms, ticketing systems (Zendesk) and scheduling tools

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