This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sales & Retention Specialist based in Italy.
As a Sales & Retention Specialist, you'll own key stages of the customer journey for premium programs, from onboarding through retention and potential churn.
You'll combine customer advocacy, commercial judgement, sales expertise, and data-driven experimentation to protect revenue and improve customer outcomes.
The role involves personally handling high-value and complex retention conversations while shaping the standards and processes used across the wider team.
You’ll also manage external sales and appointment-setting partners, ensuring their performance meets clearly defined commercial targets.
Using AI-assisted tools, you'll streamline case analysis, reporting, and documentation so you can focus on high-impact conversations and decisions.
You’ll work closely with Product, Marketing, Technology, Community, and Customer Experience teams to identify root causes and improve the customer journey.
This is a high-ownership role for someone who wants to directly influence measurable retention, conversion, customer experience, and revenue outcomes.
Accountabilities
- Own the end-to-end retention process for premium programs, including retention rates and retained-value targets.
- Personally lead high-value and complex retention conversations while defining scripts, standards, and coaching approaches for other team members.
- Develop and refine retention offers based on customer needs, root causes, and performance data.
- Design and run structured quarterly retention experiments, clearly defining hypotheses, samples, results, and next actions.
- Identify friction in the refund journey and work with relevant teams to improve intake, routing, processes, and tooling.
- Lead win-back initiatives for churned customers and convert re-engagement opportunities into future revenue.
- Define onboarding standards and measurable expectations for what customers should accomplish, understand, and experience during their first one to two weeks.
- Establish early-warning signals to identify disengagement before customers reach the refund stage.
- Identify gaps between sales promises and customer delivery, providing evidence-based feedback to Product and Marketing.
- Handle escalated customer cases through ticketing and email channels with empathy, sound judgement, and timely resolution.
- Manage relationships with external sales and appointment-setting agencies, covering sourcing, benchmarking, interviews, negotiations, contracts, and ongoing performance management.
- Define and monitor agency performance metrics, including connect rate, booked calls per hour, show rate, and close rate.
- Verify agency-reported sales against internal systems and manage the reconciliation process before results reach Finance.
- Manage lead lists for external sales, including failed payments, abandoned checkouts, and churned customers, and monitor conversion performance.
- Support sales enablement through training content, objection handling, one-pagers, pricing clarity, and booking-flow quality assurance.
- Maintain accurate retention data, including offers, refund reasons, call outcomes, and case statuses.
- Present retention, onboarding, and external sales performance to leadership with clear analysis and actionable recommendations.
- Translate recurring churn and customer feedback into specific issues for Product and Marketing, following through on whether improvements deliver results.
- Maintain working documentation such as retention playbooks, call scripts, and transcript libraries.
Requirements:
- 5+ years of experience in retention, customer success, customer-facing sales, or a related commercial role, including at least 2 years owning a measurable commercial outcome.
- Demonstrated success improving a retention, churn, conversion, or comparable business metric, supported by measurable results.
- Experience managing agencies, contractors, vendors, or other external partners against defined performance standards.
- Experience designing and running structured experiments rather than simply executing established processes.
- Strong understanding of retention strategy, including churn drivers, save offers, win-back approaches, and customer lifetime value in a high-value or premium environment.
- Strong commercial and sales skills, including funnel optimization, objection handling, conversion techniques, and understanding of customer decision-making.
- Strong data fluency, with the ability to build and interrogate datasets, design valid tests, interpret results, and translate findings into action.
- Confidence using tools such as Airtable and Google Sheets, along with CRM, ticketing, and scheduling platforms such as Zendesk.
- Comfortable using AI tools for transcription, case analysis, reporting, and workflow optimization.
- Strong customer empathy, sound judgement, and integrity when handling sensitive customer situations.
- Excellent communication and influencing skills, with the ability to motivate customers, colleagues, and external partners.
- Strong ownership mentality, commercial discipline, and willingness to take responsibility for measurable outcomes.
- A proactive, root-cause-oriented approach to problem solving, with a focus on closing the loop and validating whether changes worked.
- Ability to remain calm and effective when customer and case volumes increase around launches or refund periods.
- Experience with online learning platforms, premium programs, or international customer bases is advantageous.
- A genuine interest in personal growth and development is valued; familiarity with personal-development content is a plus.
Benefits:
- High-ownership role with direct influence over customer experience, retention, sales performance, and revenue.
- Opportunity to work across retention, onboarding, customer experience, sales operations, and external partner management.
- AI-assisted working environment designed to reduce administrative work and enable greater focus on high-value activities.
- Opportunity to collaborate cross-functionally with Product, Marketing, Technology, Community, and Customer Experience teams.
- Exposure to an international customer base and premium digital learning programs.
- Strong opportunity for professional growth through ownership of measurable commercial outcomes.
- Inclusive and diverse working environment with equal opportunity for qualified candidates.
- Opportunity to contribute to continuous experimentation and process improvement across the customer lifecycle.
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Sales & Retention Specialist in Cremona datore di lavoro: Jobgether
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