Customer Retention and Loyalty Manager

At LearnFormula, we’re passionate about helping professionals continue their education and grow their careers. As a subscription-based platform for accredited online learning, customer trust and satisfaction are key to our success. We’re seeking a thoughtful, empathetic, and data-minded Customer Retention Specialist to focus on helping customers who request refunds or cancellations — turning potentially lost users into loyal, long-term learners.Key ResponsibilitiesHandle refund and cancellation requests with empathy and professionalism, aiming to preserve customer relationships whenever possible.Identify retention opportunities through personalized outreach, special offers, or by helping customers discover the right course or learning path for their goals.Build loyalty by promoting the value of LearnFormula’s continuing education platform, including upcoming course releases, certification benefits, and exclusive member perks.Resolve billing, access, or product issues promptly while maintaining a strong focus on customer satisfaction.Collaborate with Customer Support, Marketing, and Product teams to identify common refund triggers and implement strategies to reduce churn.Track key retention metrics such as refund-to-retention rates, churn trends, and NPS feedback to guide improvements.Contribute to the development of scripts, templates, and workflows that align with LearnFormula’s tone — supportive, professional, and education-focused.Skills & Qualifications2+ years of experience in customer success, support, or retention — ideally within an online learning, SaaS, or subscription-based environment.Strong written and verbal communication skills with a proven ability to de-escalate challenging customer interactions.Empathy-driven, patient, and confident in balancing customer satisfaction with business objectives.Familiarity with CRM or ticketing tools (Zendesk, HubSpot, Intercom, or similar).Ability to interpret customer data and use insights to inform retention strategies.Bonus: Experience in loyalty or engagement campaigns, subscription recovery, or continuing education support.Success MetricsRefund-to-Retention Conversion RateChurn Reduction PercentageCustomer Satisfaction (CSAT / NPS)Average Resolution Time for Refund RequestsRetained Revenue and Upsell OpportunitiesWho You AreYou’re empathetic, proactive, and customer-obsessed. You understand that sometimes, a great conversation can make the difference between a refund and renewed trust. You thrive in an environment where communication, patience, and purpose intersect — helping customers see the long-term value in learning with LearnFormula.Salary:From $50,000 to $70,000 per year depending on the experience. Benefits:Company eventsDental careExtended health careOn-site gymOn-site parkingPaid time offVision care