Sales and Retention Specialist

🔥 23 hours ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mindvalley

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📚 Education

🧘 Wellness

Education • Wellness • Technology

Mindvalley is a powerful life transformation platform that offers over 100 programs for personal growth and transformation. With over 1 million subscribers since 2020, Mindvalley provides 20-minute micro-coaching sessions designed to unlock an individual's fullest potential across various fields. The platform integrates technology and spirituality, offering immersive experiences such as brain-changing audios, meditations, sound healings, and more. Mindvalley also offers advanced programs and mastery degrees, aiming to equip individuals with fast-growing skills not typically addressed in regular education. The platform is available on mobile, desktop, and Apple Vision Pro, offering flexibility to learn and grow anywhere. Mindvalley also hosts global events and trains thousands of new coaches annually.

📋 Description

• Own the end-to-end retention process for premium programs, including retention rate and retained-value targets • Personally run retention calls for high-value and complex cases and set scripts, standards and coaching for queue coverage • Develop and revise save-offer ladders based on root causes and evidence • Design and run structured quarterly retention experiments • Identify and remove friction in the refund journey by changing intake, routing and tooling with CX and Tech • Own re-engagement and win-back efforts for churned students • Define and measure onboarding standards for students’ first and second weeks • Build early-warning risk signals into onboarding • Close gaps between sales promises and delivery, escalating evidence to Product and Marketing • Resolve escalated customer cases through Zendesk and email • Work with Product, Tech and Community to address recurring complaint root causes • Manage external sales and appointment-setting agencies, including sourcing, benchmarking, interviewing, rate and commission negotiation, contracting and ongoing management • Define and enforce agency performance metrics, including connect rate, booked calls per hour, show rate and close rate • Maintain internal benchmarks against agency metrics • Verify agency-reported sales against company systems and reconcile results before Finance processing • Manage lead lists including failed payments, abandoned checkouts and churned students, and report conversion performance • Support sales enablement through training content, objection handling, one-pagers, pricing clarity and booking-flow QA • Maintain accurate retention data, refund-reason taxonomy, scripts, transcript library and Retention DNA documentation • Present retention, onboarding and outside-sales performance, analysis and recommendations to leadership monthly in person • Turn churn reasons into actionable Product and Marketing issues and follow up on outcomes

🎯 Requirements

• 5+ years in retention, customer success or customer-facing sales • At least two years owning a commercial outcome • Demonstrable track record of moving a retention, churn or conversion metric, with measurable results • Experience managing agencies, contractors or vendors against performance standards • Experience designing and running structured tests • Experience with online learning platforms, high-ticket programmes and international customer bases • Strong understanding of churn drivers, save offers, win-back mechanics and lifetime value in a high-ticket environment • Ability to source, benchmark, negotiate with and manage external sales partners • Knowledge of conversion techniques, funnel optimisation, objection handling and customer decision psychology • Ability to build and interrogate datasets, design valid tests, interpret results and act on findings • Confidence using Airtable and Google Sheets • Comfortable using AI daily for transcription, case analysis and reporting • Proficiency with CRM platforms, Zendesk and scheduling tools • Strong personal interest in personal growth and development • Familiarity with Mindvalley content is a distinct advantage

🏖️ Benefits

• Equal opportunity employer committed to a diverse and inclusive workplace • AI-assisted working tools for transcription, case summarisation and reporting