ppstrongThis 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. /strong /ppAs a Sales Retention Specialist, you'll own key stages of the customer journey for premium programs, from onboarding through retention and potential churn.br/You'll combine customer advocacy, commercial judgement, sales expertise, and data-driven experimentation to protect revenue and improve customer outcomes.br/The role involves personally handling high-value and complex retention conversations while shaping the standards and processes used across the wider team.br/You’ll also manage external sales and appointment-setting partners, ensuring their performance meets clearly defined commercial targets.br/Using AI-assisted tools, you'll streamline case analysis, reporting, and documentation so you can focus on high-impact conversations and decisions.br/You’ll work closely with Product, Marketing, Technology, Community, and Customer Experience teams to identify root causes and improve the customer journey.br/This is a high-ownership role for someone who wants to directly influence measurable retention, conversion, customer experience, and revenue outcomes. /ph3Accountabilities /h3ulliOwn the end-to-end retention process for premium programs, including retention rates and retained-value targets. /liliPersonally lead high-value and complex retention conversations while defining scripts, standards, and coaching approaches for other team members. /liliDevelop and refine retention offers based on customer needs, root causes, and performance data. /liliDesign and run structured quarterly retention experiments, clearly defining hypotheses, samples, results, and next actions. /liliIdentify friction in the refund journey and work with relevant teams to improve intake, routing, processes, and tooling. /liliLead win-back initiatives for churned customers and convert re-engagement opportunities into future revenue. /liliDefine onboarding standards and measurable expectations for what customers should accomplish, understand, and experience during their first one to two weeks. /liliEstablish early-warning signals to identify disengagement before customers reach the refund stage. /liliIdentify gaps between sales promises and customer delivery, providing evidence-based feedback to Product and Marketing.



/liliHandle escalated customer cases through ticketing and email channels with empathy, sound judgement, and timely resolution. /liliManage relationships with external sales and appointment-setting agencies, covering sourcing, benchmarking, interviews, negotiations, contracts, and ongoing performance management. /liliDefine and monitor agency performance metrics, including connect rate, booked calls per hour, show rate, and close rate. /liliVerify agency-reported sales against internal systems and manage the reconciliation process before results reach Finance. /liliManage lead lists for external sales, including failed payments, abandoned checkouts, and churned customers, and monitor conversion performance. /liliSupport sales enablement through training content, objection handling, one-pagers, pricing clarity, and booking-flow quality assurance. /liliMaintain accurate retention data, including offers, refund reasons, call outcomes, and case statuses. /liliPresent retention, onboarding, and external sales performance to leadership with clear analysis and actionable recommendations. /liliTranslate recurring churn and customer feedback into specific issues for Product and Marketing, following through on whether improvements deliver results. /liliMaintain working documentation such as retention playbooks, call scripts, and transcript libraries. /li /ulh3Requirements: /h3ulli5+ 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. /liliDemonstrated success improving a retention, churn, conversion, or comparable business metric, supported by measurable results. /liliExperience managing agencies, contractors, vendors, or other external partners against defined performance standards. /liliExperience designing and running structured experiments rather than simply executing established processes. /liliStrong understanding of retention strategy, including churn drivers, save offers, win-back approaches,



and customer lifetime value in a high-value or premium environment. /liliStrong commercial and sales skills, including funnel optimization, objection handling, conversion techniques, and understanding of customer decision-making. /liliStrong data fluency, with the ability to build and interrogate datasets, design valid tests, interpret results, and translate findings into action. /liliConfidence using tools such as Airtable and Google Sheets, along with CRM, ticketing, and scheduling platforms such as Zendesk. /liliComfortable using AI tools for transcription, case analysis, reporting, and workflow optimization. /liliStrong customer empathy, sound judgement, and integrity when handling sensitive customer situations. /liliExcellent communication and influencing skills, with the ability to motivate customers, colleagues, and external partners. /liliStrong ownership mentality, commercial discipline, and willingness to take responsibility for measurable outcomes. /liliA proactive, root-cause-oriented approach to problem solving, with a focus on closing the loop and validating whether changes worked. /liliAbility to remain calm and effective when customer and case volumes increase around launches or refund periods. /liliExperience with online learning platforms, premium programs, or international customer bases is advantageous. /liliA genuine interest in personal growth and development is valued; familiarity with personal-development content is a plus. /li /ulh3Benefits: /h3ulliHigh-ownership role with direct influence over customer experience, retention, sales performance, and revenue. /liliOpportunity to work across retention, onboarding, customer experience, sales operations, and external partner management. /liliAI-assisted working environment designed to reduce administrative work and enable greater focus on high-value activities. /liliOpportunity to collaborate cross-functionally with Product, Marketing, Technology, Community, and Customer Experience teams. /liliExposure to an international customer base and premium digital learning programs. /liliStrong opportunity for professional growth through ownership of measurable commercial outcomes. /liliInclusive and diverse working environment with equal opportunity for qualified candidates. /liliOpportunity to contribute to continuous experimentation and process improvement across the customer lifecycle. /li /ul /p #J-18808-Ljbffr

📌 Sales & Retention Specialist (Italia)
🏢 Jobgether
📍 Italia